Kati Packalen

Head of Customer Experience PostNord

For the past nine years, Kati has had the opportunity to get a close view of the entire sales lifecycle starting from telesales to heading entire sales department and customer service. This path has enabled Kati to develop a wide understanding of different types of customers and with that, an ability to drive a continuous development within the rapidly evolving logistics business, from customer point of view.

These customer insights gave Kati a solid base to take on the area of Customer Experience and it’s development at PostNord two years ago. Despite the fact that Kati’s career has been mainly sales-driven, some hints on what’s to come could have been seen already at the beginning of 21st century when Kati completed her MBA studies in New York with Thesis work evolved around customer satisfaction.