Research in collective intelligence improves the service at TDC

The Danish telecommunications provider TDC has long struggled with dissatisfied customers. They have therefore worked together with Industrial PhD at CBS, Carsten Lund Pedersen, in researching how aggregating knowledge from e.g. frontline employees may improve decision making and customer satisfaction.

The preliminary findings of the project suggest that frontline employees – collectively – have updated and accurate insights that can be used to improve decision making on an ongoing basis.