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dtac Transformation

dtac’s special team fixing up to 90 percent of customer complaints

In three months, the "Delight Team" was able to reduce certain categories of customer complaints by up to 90 percent. dtac set up a special task force in November 2019 with a key mission to reduce customer complaints, which increased due to a complex transition in dtac's spectrum holdings after 29 years under a concession regime. The established cross-functional team called “Delight team”, is led by Mr. Raewat Tankittikorn, "head of channel strategy and partnership" with joint members from multiple departments - technology group, call center, digital community, postpaid marketing and brand communications. From a vast number of complaints, they were classified as 115 problems that helped us to be more focused and prioritized - solve and prevent pain points. The aim was to fix and improve customer experiences and satisfaction. How cross-functional culture promotes efficacy “It’s impossible to fix problems by working in silos. But things will be a lot easier when you have those members from different units at a place. They bring their expertise to help fix problem. We will get a variety of views through each member lens," he said. There are many impactful benefits of cross-functional team. It is a way to optimize flexibility, creativity and productivity. Working in cross-functional…

dtac goes beyond basic connectivity with EV scooter platform

The full-fledged electric vehicle ecosystem vows to tackle pollution while providing a safer, cleaner, and more affordable transportation system in Thailand February 7, 2019 – dtac is launching a new electric vehicle (EV) connectivity platform that tackles urban air pollution while greatly improving the experience of owning an electric scooter in Bangkok. dtac is the first telecommunications company in Thailand to announce a broad collaboration with leading manufacturers and partners in the electric industry. The move marks a strategic ambition for the mobile operator to go beyond basic connectivity and expand its services to new fields. The dtac EV platform will launch in Q2 2019 with two collaborators.  M Vision Public Company Limited is the organizer of the EV Expo and coordinator between EV importers and distributors. FSMART, the provider of Boonterm kiosks, will operate the charging kiosks for the EV scooters. EV scooters represent a new alternative to those looking for clean transportation in the city, in addition to driving performance and cost savings. Mrs. Alexandra Reich, Chief Executive Officer and Acting Chief Marketing Officer, Total Access Communication PLC or dtac, said, “Air pollution must be addressed urgently, and everyone can be part of this sustainable, long-term solution by switching to electric cars…

Telenor to expand its 5G piloting in Norway

February 6, 2019 - Telenor Group today announced details of its expanded 5G piloting in Norway. The next generation pilot will be carried out by Telenor Norway in partnership with Ericsson and will complement the mobile operator's existing 5G pilot in Kongsberg. “It's important for Telenor to continuously expand our knowledge and experience through actively testing the 5G technology together with suppliers. Through experimenting we also assess the 5G technological requirements as well as how we and Telenor's customers can take advantage of the vast opportunities the 5G technology brings. Together with Ericsson we will experiment with ways to design the 5G network, understand the vendor capabilities and use of the technology, and test new use cases," says Ruza Sabanovic, Chief Technology Officer for Telenor Group. The new pilot will kick off in Q2 2019 and will run until 2020, when Telenor will launch its commercial 5G network to Norwegian customers. The pilot is in the planning stage and its location and specific use cases will be announced at a later stage.  “We have not yet chosen our vendor for 5G. Both the existing pilot in Kongsberg and our newest pilot activity will enable us to better evaluate which technological, functional…

CEO Alexandra Reich’s mission to turn dtac around thanks to a new brand purpose

The year 2018 was considered a critical period of time for dtac due to the transition from concession to licensing regime, resulting in lawsuits, a loss of customer confidence and internal uncertainty. However, the 29-year-old company passed through this tough time, solving its spectrum issues by securing a combination 5 MHz each on 1800 MHz and 900 MHz spectra worth more than 50 billion baht—in addition to 60 MHz on 2300 MHz operated in partnership with TOT. Not only the industry transition concluded successfully, but also the company embraced it as an opportunity for deep changes. Alexandra Reich was appointed as the new CEO of dtac with the objective of stopping five years of falling market share and revenue. Fixing the experience “Spectrum is a part of short-term direction, but the biggest part is to solve network experience. We found that network experience has been deteriorating. It’s not only the increasing number of complaints, but also the number of loyal customers porting out that has increased. We’re now very focused on improving the network experience by setting up a dedicated team, focusing on network quality and fixing all the problems our customers report,” said Mrs. Reich. That is why dtac…

Telenor: 7 tech trends that will shape 2019

Seven technology trends stand to reshape how we consume, how we connect and even how we perceive the world around us in 2019, says Telenor Research. December 4, 2018 – After a breakneck year of tech world advancements, setbacks and successes, Telenor Group’s research arm, Telenor Research, identifies seven tech trends to study up on for 2019. While there is no shortage of staggering high-tech feats identified this year, the notion of “responsibility” resonates through many of this year’s trends. “The world of technology is constantly on the go. With exciting innovation – which we point to this year in greater scale than ever – comes the need for reflection, pragmatism and perspective. We think that the tech pendulum is swinging in that direction in 2019. People are taking a step back and assessing ‘what do these deeper developments in technology and connectivity mean to me, to my family, my community?’” reflects Bjørn Taale Sandberg, Head of Telenor Research. “In the end, we all want the assurance that technology – no matter how many steps ahead of us it might seem – can fit into our lives safely, sensibly and positively,” he added. Here are the seven tech trends we see…

dtac is proud to present creative and sustainable online contents from new-generation creators trained with intensive program

December 6, 2018 – ‘dtac accelerate Creator’ program presents the awarded contents from the trained creators telling 4 different stories of dtac brand. The final contents are as follows: The best creativity award and best production award go to Team Kai Pop for their content of dtac Jaidee. The awarded content can be seen HERE The best acute character and clear action award and the best presentation award go to Team The Ploy for their content of dtac reward. The awarded content can be seen HERE  Channel: The Ploy The “dtac accelerate Creator” program was launched at the beginning of September and there were 500 new-generation content creators participating in the program. They had to present their creative contents within 1 minute either individually or in groups. The participation criteria consists of ages and levels of education, allowing high-school students to college graduates to join the program. dtac had supported the training and company visits throughout the course. Then, only 16 teams were selected to join the 5-week boot camp with 6 classes. Each team had to pitch their contents in the last week of the training under four different stories, which are dtac Reward, dtac Jaidee, dtac Turbo, and dtac SME. The trainees…