IDC Customer Experience Transforming CX into Customer Success and Loyalty

Digital Event | April 27, 2021



Transforming CX into Customer Success and Loyalty


Customer Experience (CX) for many executives is an all-embracing concept that is difficult to define, execute and measure. To develop, CX must now evolve into tangible business value with clear operating boundaries, measurable cause and effect, and ROI.

Customer Success Management brings CX measurability and accountability to the forefront of customer account management by focusing on delivering desired customer outcomes. The highest growth cloud software vendors are the pioneers of Customer Success Management and have seen their customer retention, revenue and market valuations grow exponentially as a result.

Customer Success Management is seeing wholesale adoption across the technology industry and other industries 'servitizing' their business models. New more relevant operating models require a move from physical to digital, from one-off payments to ongoing subscription service business models, as the leading software vendors have done.

New technologies are a key enabler and driver of scalable customer success management. In this digital forum we discuss new technologies that can be applied to customer experience, customer success and customer loyalty management that deliver resilient and sustainable revenue growth.


Key Topics

The IDC CX and Customer Success will address the following topics:



Leverage existing CX technology investments to deliver customer success


Reduce internal and external friction by adding omni-channel messaging, communications and collaboration


Personalise communications and trigger contextually relevant content


Build new end-to-end service workflows and escalations to support the customer success organization


Enable seamless micro and macro customer journey management


Build customer loyalty programs into your CX and customer success operations


Create new CX measurements, metrics and analytics to drive customer success


Time Event & Speakers

Attendee login, Networking & Expo


Welcome by IDC

Charlotte Thygesen Poulsen

Vice President, Events and GMS, IDC Nordic & Benelux

Transforming CX into Customer Success and Loyalty

Gerry Brown

CX Research Director, IDC

Things to Know on Your Road to using AI to Improve Customer Experiences

Joakim Skalberg

Senior Principal Solutions Consultant, Genesys Nordics

Customers expect a smooth, personalized experience when they engage with you, on whichever channel they choose, whether the resource is human, or bot. Today’s contact center doesn’t need to be a cost center. With AI, you’ll deliver customer and employee experiences effectively, efficiently — and profitably.



I skate to where the puck is going, not where it has been

Ronald Meuwsen

EMEA Go-To-Market Leader, Red Hat

“I skate to where the puck is going, not where it has been.“ - Wayne Gretzky, former NHL ice hockey player


Businesses that deliver great CX not only grow faster than their competitors, but they are able to disrupt an industry completely - Netflix, Uber and AirBnB are examples of  doing both. And while technology is a key enabler of great CX, a successful approach to CX also requires you to build and become an ''adaptive enterprise''. In this presentation you will learn how to skate to where the puck is going, and why:

  • CX is about your ability to innovate at speed
  • CX is about optimizing your existing CX estate by combining new and existing capabilities
  • Why CX and innovation are best powered by open source technologies




Engaging Customers in an Omni-Channel World - Case Story by Swedbank

Richard Burlace

Head of Customer Communication Shared Service, Swedbank

Networking Break


Why digitising customer engagement could be the key to unlocking customer success in 2021

Sam Richardson

Senior Visioneering Consultant, Twilio

Our recent research showed 87% of customers believe digital customer engagement will be critically important to their success going forward.

As the world continues to be restricted in physical customer experience, digital engagement remains critical to keeping the relationship alive and helping it to thrive.

We will discuss how digital engagement is being used not just as a temporary measure but to drive long lasting customer success across all sectors.


Cut the Wait

Raymond Hüner

General Manager, Benelux & Nordics, Freshworks

Using customer engagement to personalise communications and trigger contextually relevant content - Case Story by Bonnier

Lars Monrad-Jensen

Head of CRM and Data Analysis, Bonnier

Bonnier Publications is a truly data driven organisation. Learn how data and insights are used across brands, countries and marketing channels to ensure correct customer engagement. Relevance is key and the goal is customer retention!


Roundtable Session (Parallel Sessions)

Session 1

11:00 - 11:15

Learn what AI can do for you

Jan Horsager

Research Director, IDC

Joakim Skalberg

Senior Principal Solutions Consultant, Genesys Nordics

Session 2

11:00 - 11:15

Why you need to consider open source technologies for CX

Ronald Meuwsen

EMEA Go-To-Market Leader, Red Hat

Gerry Brown

CX Research Director, IDC
Session 1
11:00 - 11:15

Learn what AI can do for you

Session 2
11:00 - 11:15

Why you need to consider open source technologies for CX


Networking Break


Management of Impossibilities - Case Story by PostNord

Kati Packalén

Head of Customer Experience, PostNord
  •  Managing customer experience in a complex network full of dependencies
  • To infinity and beyond – journey of Customer Experience in a network full of dependencies
  • Successful CX – close partnership between human and technology

Leveraging Customer Engagement - Case story by DR (Danish Broadcasting Corporation)

Tore Hauerbach

Product Manager, DR

Thank you for today


Networking & Expo - the platform will remain open for 30 minutes


Platinum Partner
Platinum Partner
Gold Partner
Gold Partner

General Information


April 27, 2021


08:30 - 12:30 CEST


To access this content, please enter the password you have received from IDC. If you do not have a password, please contact Jakob Jantzen via email, at

IDC European Digital Forums Platform

The IDC European Digital Industry Forums will be run on an all-in-one live online events platform where attendees can learn, interact, and connect with people from anywhere in the world.



We will welcome you at our Digital Reception area where we will showcase the event schedule and our partners. We will guide you for a great time & a lot of exiting digital touch points.



You will get inspired by the professional stories shared by industry pioneers and IDC analysts. Our keynotes experts will answer questions, propose provoking online polls, take part in the chat and comment on what is happening. Everything is done live.



Learn about proven best practices through real-life case studies in moderated digital breakout sessions. This intimate experience is an opportunity to gain a clearer understanding of current organizations challenges.



Meet with peers to discuss common challenges and share concrete experiences thanks to our Networking feature using your webcam for up to 3 minutes.



Visit interactive booths leveraging digital content allowing you to explore key trends or discover more about innovative products.

Why Attend


Get a head start on the market with insights from our leading analysts


Get inspired by visionary speakers with locally based cases


Maximize your time with insights and solutions to grow your business thanks to 1-2-1 match-made agreements with leading suppliers


Be surprised by unique network opportunities with other IT leaders

Contact Us

Jakob Jantzen

Conference Manager

+45 22 16 16 33

Peer Jensen

Senior Sales Director, IDC Northern Europe Region, IDC Nordic

About IDC

57 Years | 1200 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,200 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit