Customer and Employee Experience| Resource Centre

Digital Workplace Virtual Interactive Discussion Group Agenda

The Digital Workplace Virtual Interactive Discussion Group Series gathers senior business leaders in the Digital Workplace, HR and Employee Experience communities to discuss sustainable strategies to adapt, overcome and improvise in the wake of significant business changes.

Inspiring a Culture Shift with EX: How are Customers Viewing Us?

When business leaders describe their vision for disrupting an industry it often hinges on what that looks like for customers. It's about surprising and delighting them while making the experience faster and more convenient. But where does the employee fit into that vision?Ahead of this years CX EX Transformation Nordics...

How to Deliver Exceptional Customer Experience By Putting Your Employees First

To achieve success in CX and EX, the two need to work hand in hand to exist in a digital environment where the employee is the trusted voice between leadership and the customer. Without this cohesive relationship, investment will not deliver the maximum results. Download the full report to gain...

How to Future Proof Your Digital CX Strategy

The ability to predict and prepare for new customer trends will provide organisations with a competitive advantage and future proof their digital strategies to deliver the best possible experience for the customer of the future. With insights from Anna Metsäranta, Head of Automated Remote Customer Experience at Nordea this article...

Using Learning and Collaboration to Improve your CX

Organisations that provide industry leading customer experiences can be used by others as learning tools on which to base their own CX strategy. There are many elements of a successful CX strategy that can be applied across various industries, for example building the right company culture, handling customer grievances and...

The Future of Nordic Customer Experience: Survey Report

We wanted to better understand which specific priorities the region is focusing on when it comes to CX and the challenges which are slowing down progress in this area. Previous studies have found that while many Nordic organisations do possess CX strategies, the maturity of these strategies is still relatively...

Employee Experience - What does it mean to you? The Industry Report

Compelling employee experience initiatives are relatively new for many HR departments. Our team caught up with Sander De Bruijn, Global Head Of Employee Experience at ING and Bruno Santos, Head of HR from Cognizant to understand their company’s Employee Experience strategy and the critical elements in creating a strong company...

Employee Experience Survey Report 2018

The Nordics are renowned for developing innovative strategies and building a workforce which is engaged and loyal to their organisation. However, no business is immune to the challenges that digitalisation, multi-generational employees and developing employees to reach their full potential pose to a company. In light of this, we have...

Transferring Customer Experience Strategies into Employee Experience

Improving customer experience is a top business priority for many organisations, but when it comes to employee experience the same dedication is not always replicated. The reality is that some companies have yet to recognise and devote the same resources to employee experience as they do the customer experience.In order...

8 HR Trends for 2018

Building on feedback from a number of HR experts, we have put together the 8 biggest trends for 2018 that will shape HR over the coming year. With an increasingly strong focus on the utilisation of technology in both the acquisition and retention of employees, HR departments are developing methods to more efficiently and effectively analyse...

How to Build a Modern Digital Customer Service Strategy: 10 Real-World Insights for B2C Leaders

This content was provided by one of our 2019 Sponsors RingCentral.Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly...

Exponea: Customer Experience in E-Commerce

86% of customers will pay more for a better experience, and that experience is the key to retaining those customers in the long term.In a world where acquiring a customer is 500% more expensive than retaining one, creating an experience your customers will stick around for is well worth the...

Exponea: CDP Predictions - The Winning Combo

Although many types of predictive analytic techniques have been around for decades, the use has recently exploded due to the increased ability to capture and store customer data. Not only is computing power more readily available, but access to software that identifies, reorganizes, and merges communication channels to a central,...

Past presentation: Seemless customer experience as a target

This presentation from Tiina Molberg at DNA, was delivered last year at our 2017 CX Nordics event. As one of the leading Finnish telecom groups, this presentation offers insights on new dimensions of customer experience and personalised content. This presentation also shares the experiences of DNA as one of the...

CX EX Nordics 2019 Full Event Guide

This year we welcome you to the CX EX Nordics Forum - a unique forum that introduces forward-thinking conversations into how customer experience and employee experience, as key drivers of any organisation, can work together to drive ROI.Although technology is an enabler, it is the people and design that make...