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...
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.
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.
Customer Experience from the Outside In: Tivoli’s Customer Experience Director on Customer Journey Mapping
In this Customer Management IQ interview Stine Ringvig Marsal, Customer Experience Director for Tivoli, shares her experiences of rolling out the customer journey mapping process in a large organisation. Ringvig Marsal reveals how the company is effectively using customer journey mapping to successfully engage their seasonal employees and deliver the best customer experience at all touch points. She also highlights the 4 skills that employees absolutely need to deliver excellent face to face customer service within their organisation.
Since the early beginnings of internet-enabled services, the Nordic region has pioneered the adoption of digital into customer experience management (CEM). Today’s customers are more open to conducting their customer relationship in digital environments and these digital environments have become increasingly important over time. Embracing a multiple digital channel strategy not only requires transformation of the processes and systems that you have in place, but primarily it involves transforming the way you look at the problems you face in engaging with, and marketing to, your customers. With more digital channels competing for your customers’ attention, Customer Management IQ explore how 4 companies in the Nordic region are leading the way in digital innovation within CEM. Download this exclusive article today and discover Customer Management IQ’s 6 top takeaways for customer experience excellence.
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.
Ahead of the the Customer Experience Transformation: Nordics summit, which is the largest annual gathering of CX Directors in the Nordic region, we surveyed our CX nordic database with questions such as "What technologies are you looking to invest in to improve your customer experience?".
Download The CX Nordics Report to find out their response to this question and more!
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.