What does it mean to extend the customer experience? Arild Kaale, CMO of Telenor Sweden shares why he thinks customer experience is so important, not just for telecoms, but for most industries.

Interviewed by Ericsson’s Sebastian Lind at the recent "Extending the Customer Experience" conference, Kaale shares why collaboration is important both within an operator’s organization, and with other players within the telecoms ecosystem. He also discusses the importance of measuring customer experience on a daily basis to continually improve customer satisfaction.