CX TALK: The Key to Effective Customer Journey Mapping According to Copenhagen Airports

Ramya Nair


Stine Ringvig Marsal is the Service Excellence Director at Copenhagen Airports. At the recent CX Excellence World conference in Paris she spoke to CX Network about:

  • Not only listening to the VOC but also to the VOE (the voice of the employee)
  • The key to effective customer journey mapping
  • How to build a true customer-centric organizational culture