Abstract

As technology and service change, so does customer expectations. This apply particularly to industries who have a long and traditional roll in society, industries who must adapt to stay up to date. One of these industries is the telecom industry, which is rapidly changing. From radio transmitters to telephone, to present days when almost everyone carries the immaculate opportunity to reach the entire world from a device that easily fit in the back pocket of a pair of jeans. The entering of smart phones changed the entire telecom industry, and nourished new and rapidly changing demands from the customers.

The overall aim of this study is via a case study investigate how different existing solutions in the telecom industry such as telephone, email, social media and chats can be combined with new technology and analytics to meet people’s requirements for accessibility, simplicity and clarity when seeking help and information within the telecom industry. Both the technical aspects, such as the existing solutions, and the human aspects such as what information different customer groups seek are studied. The aim is to put forward the challenges companies within the telecom industry face and propose how the design of two systems that enables seamless interactions between different technologies and customers might look like in the future.