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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.

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. 

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.

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.