Case Study: Telia boosts CSAT and sales with Lumoa

Telia Used Lumoa To Increase CSAT By 30%, Leading To Additional Revenue And Driving Customer Centricity

Telia, the Nordic telecom company, needed a scalable way to consolidate customer feedback from multiple channels, surface the most important issues, and help teams act quickly to improve customer loyalty, satisfaction, and revenue. To support this, Telia used Lumoa to centralize feedback and generate real-time customer experience insights across both B2B and B2C touchpoints.

With Lumoa, Telia was able to identify recurring root causes, democratize customer insights across teams, and track CX improvements with team-specific dashboards. The company reported a CSAT increase from 3.5/5 to 4.5/5, along with improved sales for a key user group and broader adoption across dozens of teams, making Lumoa a core part of Telia’s customer experience strategy.

Telia

Jani Heinola

Managing People Transformation and Culture Change