A UK telecoms operator’s path to 50+ NPS

UK telecoms operator TalkTalk has built its reputation as an innovative challenger in delivering value-for-money broadband, TV and phone services. But in April 2025 it committed to transforming its customer experience as the next stage in its evolution and with the aim of becoming “the most recommended Wi-Fi provider in the UK”. 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 is Octopus Energy, a green energy supplier that has won multiple awards for its customer service.

In this webinar senior executives from TalkTalk provide details of how the company is transitioning from its proprietary technology stack and the early results of its customer experience transformation.

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