Culture, trust – and why digital transformation requires courage
In this short Business Rap we meet Pernilla Almström, Chief Executive Officer of coeo Sweden.
Debt collection in Sweden:
Digital acceptance or traditional payment methods?
Definitely Digital acceptance
"Debt collection in Sweden is all about the Customer Experience and to make it as smooth as possible for the customer."
Responsibility:
Delegate and trust or closely supervise?
Delegate and trust.
„This is my personal leadership style and the only way we encourage people to deliver result and the ground for coeo to be the best employer."
Finding balance:
Clear boundaries between work and leisure or fluid transitions with flexibility?
Flexibility
"I think that the flexibility is really important for us to be able to attract the best people"
Focus on results:
Short-term results or long-term sustainability?
Long-term sustainability.
"Important both for us of course but also for our clients."
Problem solving:
Address issues directly or observe and analyze first?
Adress issues directly.
"Then of course you may need to analyze things as a step 2 but I want to be in an environment where you speak up. I think that this is really important in order to create an atmosphere where you improve all the time. "
Travel planning:
Nature adventures or city breaks with cultural programs?
Nature.
" I love the sea and a day at the beach is a perfect day"
Digital transformation:
Improve processes or radically rethink them?
Both
"I think we need to do both. It’s not about one solution for everything. We need to improve all the time, evaluate and adjust but also be brave and radically rethink."
Strategic decisions:
Data-driven or intuitive human decisions?
Data driven.
"But I think that the combination between technology and humans is the best."
Business expansion: :
Gradual expansion or rapid scaling?
Rapid scaling.
"We see a huge window of opportunity in the market now since a lot of other debt collection companies are struggling financially and/or with system legacy. With our modern technology and focus on the customer journey this is definitely possible."
Employee retention:
Culture and values or financial incentives?
Culture and Values.
"We just got certified as “A Great place to work” by our employees so definitely culture and values. Everything starts with people."
