Balancing Tech and Humanity in Customer Experiences with Jenny Garneij

In this enlightening episode titled "Redefining Telecom: AI, Customer Experience, and Human Connection with Jenny Garneij," we are joined by Jenny Garneij, the EVP of People and Change at Tele2. Jenny offers her profound insights into the transformative journey of the telecom industry as it shifts towards enhancing customer interactions through AI and empathy. She passionately discusses how Tele2 is evolving from a focus on sheer volume to creating meaningful value in customer relationships, preparing the organization for the future of digital interactions. Jenny candidly shares her personal pursuits, such as running in Sweden's brisk climate and her dream of a tech-free retreat in Fiji, highlighting the necessity of balancing professional ambitions with personal well-being. Throughout the episode, we delve into the integration of AI in the telecom sector, the importance of a customer-centric approach, and the challenges posed by digitalization. Jenny emphasizes the need for upskilling talent to meet these demands. A captivating case study from Teletubbies illustrates the role of AI chatbots in redefining customer service, showcasing how automation can harmonize with human empathy. This episode is a deep dive into the strategic shifts that are redefining the telecom industry, illustrating how the fusion of technology and human touch is vital for fostering long-term customer loyalty. Join us for a journey into the future of digital interactions, enriched by Jenny Garneij's expertise and passion.