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.
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...
The CX Handbook for Your Summer Vacation
With the summer upon us, millions are setting out to find a beautiful and interesting place to spend some time relaxing. But, as we all know, traveling anywhere can be a stressful experience, even when we’re meant to be at our most chilled. Often, this is a result of bad customer experience – having to wait in queues, finding payment processes difficult, and realising those reviews you read online were perhaps not quite as honest as they could have been…
So how are companies trying to do their part in making the vacation a relaxing experience? Here, we look at some of the developments and examples that appear to be making the most progress, including insight from speakers appearing at this year's CX Transformation Nordics conference - Lea Kimpele of Oriflame and Jyri Ratia of Posti.
5 Ways to Organise Change Management
'Plane'-Speaking: The Customer Experience Workshop
The Nordic region is known for many wonderful things. Two of those include a desire for practicality and a tradition of building things with care and attention. It therefore makes sense that transforming customer experience (CX) can also avoid the jargon and complexities and get down to a practical, straightforward approach! Here, we provide 7 step-by-step routes towards transforming people, processes and culture - including the risks and opportunities within each strategic vision...
How DHL Freight are 'Bringing Sexy Back' to Customer Experience
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Customer Experience Transformation Nordics 2015 Attendee List
Download a sample of the 2015 attendee list.
Convince Your Boss Letter
We appreciate that time out of the office can be difficult to justify, especially with the constant pressures of return on investment and time. With this in mind we have put together this short prospectus for you to use it in your internal decision-making process, if needed - hope it's useful.
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The Voice of the Customer is getting louder – are you listening?
Time to reduce painful processes How many times have you come across a company that doesn’t claim to put customers at the heart of its strategy? But how many of us actually do? Delivering excellent service to customers extends far beyond a polite smile at the door. So many companies are so frustrating to do business with that it’s enough to make you want to tear your hair out and run around howling at the moon. Here's why it's time for a renewed focus on what the Voice of the Customer means for your business. No press is bad press? The now-famous “United Breaks Guitars” story where Canadian musician Dave Carroll posted humorous music videos on YouTube about his frustrated attempts to get compensation from the airline after - he claimed - baggage handlers damaged his guitar at Chicago’s O-Hare airport. You can watch one of the videos here: The videos quickly went “viral” receiving hundreds of thousands of views within just
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.
Social Media Powers Retail Banking
Despite a late start, retail banking is beginning to dip its toe into social media. The promise of higher revenues, lower costs and better risk management are too compelling for managers to remain overly cautious. How banks connect, serve and organize around their ‘connected customers’ on sites like Facebook, Twitter and YouTube will have important strategic and organizational implications.
6 Ways to Create an Exceptional Customer Experience using Multiple Digital Channels
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.
Multi-Channel Consistency of Great “Utility” to Customer Experience
Call it reputation management, call it peer pressure, call it good business sense. But whatever you call it, make no mistake, today’s business leaders face a compulsion to prioritize the customer experience. The utilities sector, both for the ways in which it interacts with customers and its history of trust issues with customers, faces very unique challenges, and a recent Customer Management IQ study out of the United Kingdom worked to quantify those challenges as well as the industry’s selected solutions.
Customer Management eBook: Meeting the Needs of the Digital, Social & Mobile Customer
Based on extensive research gleaned from surveying Chief Marketing Officers, Chief Customer Officers, and Strategic Directors of Customer Experience, Digital Marketing, Mobile Marketing, eCommerce, and Social Media, this eBook explores how organisations are approaching customer experience in today’s digital world. The aim is for these results to allow you to benchmark your own initiatives as you move into 2013. It also highlights key trends from the survey that will help you better understand where digital investments are being made to help drive improvements to the customer experience.
The Voice of the Customer is Getting Louder - Are you listening? Transforming customer feedback into opportunity
Truly knowing and understanding what your customers want can no longer be a “shot in the dark” as the market gets more competitive. This exclusive report summarizes the findings of global PEX Network research into how companies are listening to and translating customer feedback to drive process improvement activities
Optimising the Customer Experience through Multi-Channel Customer Management
With customers demanding the ability to interact in their preferred channel and move easily between other channels, providing a seamless multi-channel environment is imperative for Nordic retailers. To ensure success of your brand, you must deliver the best experience in every channel. This Customer Management IQ infographic highlights the increasing demands of the customer, the benefits of effective multi-channel knowledge management and success factors in a multi-channel future.
Henning Kruhaug, Specialist Customer Experience Management at Nordea - Relationship Banking
Henning Kruhaug, Specialist in Customer Experience Management at Nordea presents Relationship Banking. This presentation provides an insight into how the financial services sector are laying the foundations for a digital transformation in order to improve customer experience.
Lars Aarup, Head of Insight and Analytics at Coop presents Coops Consumer Cockpit
Lars Aarup, Head of Insight and Analytics at Coop presents Coops Consumer Cockpit. This presentation takes a look at life in a consumer insight department in the FMCG industry.
Customer Experience in the B2B Market- Transcript of an Interview with Jan Holm
Ahead of the Customer Experience Transformation: Nordics event, Jan Holm Director of Online Business spoke to us about translating the successes in the B2C market to the B2B. He also describes the importance of ensuring excellent online experience.
Customer Concepts: Winning the Social Customer by Oracle
Today’s consumers use multiple channels, devices and digital platforms to make purchases – often within a single transaction. Providing a consistently excellent buying experience across all channels is therefore essential to ensure customer loyalty.
At the same time, social media channels are enabling consumers to learn about,interact and engage with, criticise, praise and buy brands, products and services increasingly critical.
No Data? No Knowledge- Transcript of an Interview with Per Moller Jensen
We spoke to Per Moller Jensen former SAS Airlines executive and customer experience expert about his knowledge on the topic. He explains the importance of having data on your customers. He also describes the benefits of stressing customer experience within a company, explaining that it is crucial that it is "crucial that there is a top management focus on customer experience and also management alignment."
The Bank of the Future - An Interview with Lene Weje
Cast your mind back to the Financial crisis of 2008. Danske Bank were widely criticised for unscrupulous practice, poor service and had a long way to go to rebuild their customers trust, and raise their expectations. Through enhanced digital transformation, combined with a transparent and pro-active approach to rebuilding trust, Danske Bank have started their journey to resume their position as market leaders. We spoke to Lene Weje about the journey this organisation is undergoing.
Carte Blanche Customer Experience: What Would You Do If the Sky Were the Limit?
If you had unlimited budget and resources to improve your company’s customer experience over the next 24 months, what would you do? Telecoms IQ, in co-operation with Customer Management IQ, brings you an exclusive white paper: Customer Experience: What Would You Do If the Sky Were the Limit? The study shows how improving customer satisfaction is the number one priority among decision makers in 2013, followed most closely by increasing operating efficiency.
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.
Customer Experience in the B2B Market- An Interview with Jan Holm
Ahead of the Customer Experience Transformation: Nordics event, Jan Holm Director of Online Business at Laerdal Medical spoke to us about translating the successes in the B2C market to the B2B. He also describes the importance of ensuring excellent online experience.
No Data? No Knowledge- An Interview with Per Moller Jensen
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.We spoke to Per Moller Jensen former SAS Airlines executive and customer experience expert about his knowledge on the topic. He explains the importance of having data on your customers. He also describes the benefits of stressing customer experience within a company, explaining that it is crucial that it is "crucial that there is a top management focus on customer experience and also management alignment."