21-22 November 2017 | Stockholm, Sweden

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The CX Nordics Report

With customers now expecting a seamless and coherent end-to-end experience, businesses need to invest more in the management of the customer experience strategy in order to retain and expand their customer base. Ahead of this November’s Customer Experience Transformation Nordics conference CX Network surveyed over 200 relevant individuals in the... Read More

Articles

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... Read More

Top Featured

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... Read More

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... Read More

Whitepapers

5 Ways to Organise Change Management

This whitepaper examines the key elements of customer experience in order to help you successfully navigate through and develop the right strategies for your change management... Read More

Infographics

'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... Read More

Interviews

How DHL Freight are 'Bringing Sexy Back' to Customer Experience

In this CX Network interview Maya Fowell speaks with Maria Hamm, Director of Customer Experience at DHL Freight to find out how DHL Freight  has transformed into a customer-centric company where every employee is bought into delivering exceptional customer experience.Hamm discusses overcoming internal and external obstacles as well as how DHL... Read More

Additional Event Information

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... Read More

CX Transformation: Nordics 2017 - Sample Delegate List

Download the 2017 CX Transformation: Nordics Sample Delegate... Read More

Featured Download

Additional Event Information

CX Transformation: Nordics 2017 - Sample Delegate List

Download the 2017 CX Transformation: Nordics Sample Delegate... Read More

PDF

The CX Nordics Report

With customers now expecting a seamless and coherent end-to-end experience, businesses need to invest more in the management of the customer experience strategy in order to retain and expand their customer base. Ahead of this November’s Customer Experience Transformation Nordics conference CX Network surveyed over 200 relevant individuals in the... Read More

Additional Content Download

PDF

5 ways to turn customer insight into action

In order to succeed in a crowded marketplace brands must deliver flawless journey for the customer and constantly adapt to their changing needs. 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 to Jim Ankare, Head of... Read More

Articles

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

Whitepapers

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... Read More

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... Read More

Infographics

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... Read More

Presentations

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

Interviews

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... Read More

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... Read More

Podcasts

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... Read More

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... Read More