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How to Future Proof Your Digital CX Strategy

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 discusses best practices for building a successful agile digital CX strategy and how an organisation can ensure they are adding value for both current and future customers.


Using Learning and Collaboration to Improve your CX

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 implementing appropriate technologies to support your customer experience strategy. This article provides an overview of the key areas where companies can learn from other organisation‘s  CX successes to shape their own CX strategy. 


Past presentation: Seemless customer experience as a target

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 leading Finnish telecoms groups on their journey to improving their CX strategy.

The Future of Nordic Customer Experience: Survey Report

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 low. We have put together this handy infographic on where the region is moving in regards to CX and the technologies that will help mature the overall customer experience in the Nordics.

5 things we’ve learned from Nordic customer experience experts this year

5 things we’ve learned from Nordic customer experience experts this year

With customers now expecting a seamless, coherent and customer-centric experience, businesses must invest more in their customer experience management in order to retain and expand their customer base.

Ahead of this November’s Customer Experience Transformation Nordics conference – which will explore the best customer experience success stories in this region, from establishing a clear strategy to leveraging digital channels and listening to the Voice of the Customer – CX Network looks at five takeaway lessons we’ve heard from the experts so far this year to get you started before the conference doors open...

7 Ways to Drive your Customer Experience Wheel

7 Ways to Drive your Customer Experience Wheel

The customer experience wheel consists of six elements or organisational perspectives that must be managed for an organisation to compete successfully on a customer experience level. A last and seventh element is that these 6 perspectives actively have to be brought together and aligned to get the full effect, which we can entitle Integrated Customer Experience.

In this CX network article, Gert Laursen, Senior Business Developer at Nordea Bank, discusses what finance companies must do to provide the best customer experience and to use it as a competitive differentiator.

The Alignment of Customer & Support Expectations

The Alignment of Customer & Support Expectations

Organisations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction
is paramount. However, most organisations admit they're not proactively aligning their priorities with their customers’ expectations.

Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and priorities—according to support professionals—and explores how closely they're aligned.

5 ways to turn customer insight into action

5 ways to turn customer insight into action

Building a customer-centric business requires a thorough understanding of the voice of the customer and the ability to turn that voice into actionable insights.CX Network spoke exclusively to Jim Ankare, Head of Customer Experience, SF Studios and Seppo Roponen, Head of Customer Insight, VR Group about the key factors to consider when turning customer insight into action.