What was done
In 2016-2021, Alice Labs worked with a Nordic telco to drive customer intimacy and growth in a customer-centric way.
The work has involved an on-going intervention to build up an in-house capability for customer intimacy. The work has included the following aspects.
- Definition of a core target for brand and growth
- Process planning to drive change from strategy to execution
- Projects to work on individual product areas of which several has been launched or iterated based on the insights