‘Omni-channel is the most overrated buzzword in CX’

Danske Bank interview about 2017 learnings, 2018 predictions, the rise of AI and more.

Dan Bandsholm Erensø is Programme Lead in the Office of the COO at Danske Bank. In this interview recorded at the Executive Customer Contact Exchange: BFSI he answers the following questions:

• There is a huge amount of chatter around AI and chatbots in the industry, but in reality how much are these developments really impacting your strategy right now?
• Another big industry change is the measurement of the voice of the customer, especially as customers are entering the phase of survey fatigue. How do you measure VOC, and how do you ensure the insights gathered will lead to actionable business results?
• What has been the biggest customer experience challenge for you in the past year, and what key steps have you taken to overcome this challenge?
• What is your prediction for the biggest new trend, change or development that will be impacting the customer experience and contact industry in 2018? And how are you preparing for this now?
• What is the most overused buzzword in customer experience today, and why?
• What is the most underrated tool, tech or software within the industry, and why?
• Finally, what has been your biggest learning in 2017 that you can share as a piece of actionable advice with fellow CX leaders?

Dan Bandsholm Erensø’s prediction for 2018 is included in our annual Customer Experience predictions report. For more insight into the changes making waves in CX this year, with insights shared by senior leaders from Nissan, Thomas Cook, Hermes, and many more, download your complimentary copy of the full report by clicking the below banner!