19 - 21 November 2018 | Stockholm, Sweden

Resource Centre


'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...

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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

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

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.

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.


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.