Conference Day One

12:55 - 13:00 CX NORDICS WELCOME

13:00 - 13:25 WHO, WHAT, WHERE, WHEN AND WHY: OVERCOMING OBSTACLES AND GAIN BUY-IN WHEN LEADING SUCCESSFUL CX INITIATIVES

Tabitha Dunn CCXP - Chief Customer Officer – Head of Customer Experience and Global Sales Excellence, Ericsson
  • Getting the right support: Who do you really need buy-in from? How do you get it?
  • What do you see as the biggest inhibitor to change?
  • Where should you prioritise first?
  • When will you know if it’s been successful and what milestones to look out for?
  • Why should CX align with all other business functions and why does this really matter?
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Tabitha Dunn CCXP

Chief Customer Officer – Head of Customer Experience and Global Sales Excellence
Ericsson

13:25 - 13:45 Q&A RESERVED FOR Tabitha Dunn, CCXP, Chief Customer Officer – Head of Customer Experience and Global Sales Excellence, Ericsson

Tabitha Dunn CCXP - Chief Customer Officer – Head of Customer Experience and Global Sales Excellence, Ericsson


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Tabitha Dunn CCXP

Chief Customer Officer – Head of Customer Experience and Global Sales Excellence
Ericsson

13:45 - 14:15 TOPIC TO BE ANNOUNCED SHORTLY


14:15 - 14:30 Q&A RESERVED


14:30 - 15:00 COVID-19: HOW CX RESPONDS TO A GLOBAL CRISIS

Mario Longhi - Global Customer Experience and Transformation Lead, Maersk Line
  • Crisis reaction, how have our CX teams responded and initiated our customer’s needs?
  • Using this crisis as an opportunity to drive and accelerate transformation
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Mario Longhi

Global Customer Experience and Transformation Lead
Maersk Line

15:00 - 15:15 Q&A RESERVED FOR Mario Longhi, Global Customer Experience & Transformation Lead, Maersk Line

Mario Longhi - Global Customer Experience and Transformation Lead, Maersk Line
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Mario Longhi

Global Customer Experience and Transformation Lead
Maersk Line

15:15 - 15:45 TOPIC TO BE ANNOUNCED SHORTLY


15:45 - 16:00 Q&A RESERVED


16:00 - 16:30 WHY IS OUR CUSTOMER SERVICE SO BORING?

Thomas Stack - Head of Customer Experience, Albatros Travel


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Thomas Stack

Head of Customer Experience
Albatros Travel

16:30 - 16:45 Q&A RESERVED FOR Thomas Stack, Head of Customer Experience, Albatros Travel

Thomas Stack - Head of Customer Experience, Albatros Travel
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Thomas Stack

Head of Customer Experience
Albatros Travel

16:45 - 16:45 END OF CONFERENCE DAY ONE