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Gustavo Imhof

Gustavo Imhof is a CX professional with a background in customer experience measurement (or voice of the customer) and customer experience strategy design and implementation. He has held roles in customer insight at KMPG Nunwood and Carlson Wagonlit Travel, and is currently part of the CX team at consumer delivery specialists Hermes.

Imhof isdriven and passionate about spreading the word about customer experience, making it right by the customer, making customer-led change in businesses and witnessing (and ultimately shaping) what he likes to coin as next practice in the making. You can follow his learnings and insights on his website CX Ahead.

What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. Ask anyone in the streets, at the office or at home, what is the first thing that comes to their mind when they...Full Article »