Transformation toolkit

Transformation toolkit

The Transformation Toolkit is based on research on and facilitation of the change journeys in DNB BANK, Posten Norge and Telenor ASA the last three years.

Author(s): BIA project: Customer Care 2015
Published: (2015)

Customer Care 2015 is a spin-off from the Center for Service Innovation (CSI), and is a cooperation project with the following partners; Telenor ASA, DNB BANK ASA, Norway Post, SINTEF, Norwegian School of Economics (NHH), The Oslo School of Arcitecture and Design (AHO), Bekk Management Consulting, The Norwegian Centre for Design and Architecture (DOGA) and Copenhagen Business School. Customer Care 2015 is financed by the Norwegian Reseach Council. The project is a User Driven Research project. See the following link for further information.

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The Transformation Toolkit is based on research on and facilitation of the change journeys in DNB BANK, Posten Norge and Telenor ASA the last three years.

The core of the project Customer Care 2015 is how to deliver excellent service experience to customers in the future. The transformation to digital touchpoints has been hampered by the silo-organisation. Corporate culture, incentive-and KPI systems are barriers for delivering the experience that the customer expect.

To oblige this ambition, Customer Care 2015 present key learnings from this four year program – which hopefully can contribute to successful transformations in the future.

see more on slideshare.net

Download transformation toolkit (pdf 5,3mb)

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