How a UK telecoms operator is transforming customer experience and driving NPS growth

UK telecoms operator TalkTalk has built its reputation as an innovative challenger in delivering customer-first broadband, TV and phone services. But in February 2025 it committed to transforming its customer experience as part of the next stage in its evolution. Central to this transformation is a shift in both technology and ways of working.

As its technology partner TalkTalk chose Kraken, a newcomer in the telecoms space and a company that has built its reputation in the utility business. Among Kraken’s customers are Octopus Energy, a green energy supplier that has won multiple awards for its customer service.

In this webinar, senior leaders from TalkTalk will provide details of how the company is transitioning from its proprietary technology stack and evolving its operating model to prioritise improved customer outcomes. The session will focus on how new behaviours, processes and platform capabilities are helping to simplify experiences and build stronger customer relationships.

We also learn from Kraken about their platform and track record in other utilities, and how this is reimagining CRM and BSS in Telco and the benefits TalkTalk is seeing as their first scale customer