10th November 2020
| Online Event
CX Nordics Agenda
12:15 - 12:20
CX NORDICS WELCOME
12:20 - 13:00
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?
Tabitha Dunn CCXP
Chief Customer Officer – Head of Customer Experience and Global Sales ExcellenceEricsson
13:00 - 13:40
JOIN THE DOTS TO SEE THE COMPLETE PICTURE
Mark Briers -
CX Solutions Strategy EMEA,
Qualtrics
Never has it been more important to understand your customers changing needs and be in a position to pivot to support your business plans. Customer centric organisations have a better chance of recovery in the economically challenging times and to be effective organisations need to collect signals from all stakeholders, intelligently interpret at speed and take action.
In this session we will discuss:
- Creating business value from CX programmes
- The benefits of collecting data from all channels in one platform
- Activating the whole organisation - who is involved and how they contribute
13:40 - 14:20
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
14:20 - 14:40
CONTENT BREAK
14:40 - 15:20
WHY IS OUR CUSTOMER SERVICE SO BORING?
Thomas Stack -
Head of Customer Experience,
Albatros Travel
You know the feeling - the experience was technically ok and you solved your problem, but the experience was also flavourless and left no emotional mark what so ever. There is an endless parade of boring experiences in everyday life. At Albatros we have decided to try to inject some life into our Customer Experience. Hear Head of Customer Experience Thomas Stack explain the predicament and what Albatros have done to remedy the situation.
15:20 - 16:00
THE NEW CX MANDATE
Raymond Hüner -
General Manager Benelux & Nordics,
Freshworks
16:00 - 16:20
CONTENT BREAK
16:20 - 17:00
C.H.A.N.G.E.
Minna Makki -
Customer Experience Lead,
Etsimo Healthcare
- Consider your perception of CHANGE
- Hear CX insights from a medical device manufacturer offering AI/ML platform for delivering data-driven healthcare
17:00 - 17:40
TRANSFORMATIONAL CUSTOMER CENTRICITY: HOW CX IS BEING USED AS A MEASURABLE KPI ACROSS THE ORGANISATION
Kati Packalen -
Head of Customer Experience,
PostNord
- Selecting KPIs: Why CX and why now?
- What are the practical difficulties in implementing CX as a measurable KPI?
- How has continuous internal feedback helped shaped our strategy?
