Jonatan Matsson is a partner at Kearney, where he serves as the European lead for the Communication, Media, and Technology practice. Based in Stockholm, he also oversees Kearney’s Sweden operations.

Though he is a physicist by training, Jonatan’s expertise extends far beyond the intricacies of the technology that is the foundation of our current communications revolution. He is an expert in customer interaction, and he has served on multiple projects focused on optimizing the customer experience for clients.

And while customer experience has always been an essential part of any business, Jonatan says that the digital revolution has transformed it in ways that are challenging for businesses—but also make it essential for businesses to deliver a customer experience that can differentiate themselves in a crowded marketplace. For telecommunications companies, this is a particular challenge. “We have started to shop for everything online,” Jonatan points out. “We have so many more choices today.”

The multitude of choices has created new pressures for businesses to focus just as much on retaining customers as they do attracting them. This makes Kearney an ideal choice for consulting on these matters, explains Jonatan, because it’s something Kearney has focused on for decades. “We are refreshing, we are relevant, and we are real,” he says. “That is how we get clients to continue to come back to us and want to do more. And that is what customer experience is all about.”

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