IDC Customer Experience & Customer Success - Nordic

New insights into the X factor that drives customer satisfaction

DIGITAL FORUM | April 26, 2022
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Overview

Customer Experience (CX) is an intangible all-embracing concept that is difficult to cleanly define, manage and measure. Significant CX investments require a ‘leap of faith’ as ROI often only becomes fully evident in the medium to long term. Customer Success is a tangible CX application and use case that delivers more immediate and measurable business outcomes and is fast becoming a business necessity for manufacturing and services companies.

Product-oriented vendors need to 'servitize' their business models, moving from physical to digital, from one-off payments to ongoing subscription business models. But service models are more vulnerable to churn than traditional product sales models and require a higher degree of continuous customer satisfaction and ROI.

Customer Success is a pioneering and proven method of ensuring sustainable ongoing cashflow and revenue growth from clients, delivering customer loyalty and advocacy, and long-term customer value.

At this IDC event we will:

  • Share insights from a new IDC research study into Customer Success in Europe.
  • Reveal the latest technologies being used for best-in-class CX and Customer Success.
  • Recommend a management action plan for CX and Customer Success that delivers sustainable customer satisfaction, operational efficiencies, and growth.

In summary, attending this event will help you understand what it takes to transform Customer Experience and Customer Success into a game-changing growth engine for your business.

Join IDC's Customer Experience and Customer Success 2022 digital event to learn more by registering below.

 

Register Now


Event Highlights


We would like to thank all the delegates and the partners who participated at this event.

A selected group of IT and business leaders came together to network and learn from IDCs analysts, inspiring speakers and dedicated advisory board members, who were at the forefront of the lively and interactive discussion.

If you missed the event or if you would like more information on any of the topics we discussed, click the button below to watch a recording or access the post-event content.


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Agenda

Time Event & Speakers
8:30

Attendee login & Networking

9:00

Welcome by IDC

Charlotte Thygesen Poulsen

VP, Events and GMS - Nordic & Benelux
9:05

Research results revealed: Why CX and Customer Success are key to brand differentiation

Gerry Brown

CX Research Director, IDC

 

 

9:25

User First as North Star for innovation

Maria Wiss

Head of Digital Natives, Google Cloud

“Follow the user and all else will follow” guides Google’s product development philosophy. Google focuses on solving users’ everyday problems - big or small – to make their everyday lives more enjoyable and fulfilling. 

But how does this translate into management actions that drive innovation and performance from Google’s product development teams? 

We reveal insights into 4 internal rules Google uses to enable super innovative and differentiated exceptional products to come to life. Please join us!

9:40

Lean into Empathy, the shift from business-centric to people-centric has truly begun!

Lloyd Buxton

Major Accounts, Genesys

To remain competitive in the experience economy, businesses need to know how customers feel about the experiences they provide and how to improve experiences that deliver or exceed customer expectations: The experience economy needs a people-centric experience metric. 

Join this session to hear more about the developing experience-as-a-service framework, and what the first step might look like.

9:55

Giving our customers a world of wonderful moments

Line Krogh Vogdrup

Chief Experience Officer, Søstrene Grene

With the headline in mind: Giving our customers a world of wonderful moments - I will give you insights into how Søstrene Grene works with the following areas:

  • Building a loyalty program without points and discounts
  • Connecting digital and analog content 
  • Increasing the focus on experience based content
10:10

How a Customer Experience company delivers Customer Success

Chris Bartlett

Senior Director, Customer Success EMEA, Adobe Systems Europe Ltd

Adobe is a Customer Experience company and supports major brands in how they actively manage their customer experience. Join our presentation and learn how:

  • We have grown and evolved to our goal of being a trusted advisor and deliver a personal and trusted service to thousands of brands across the globe.
  • We are evolving to deliver against the new customers demands.
  • We do know if we are getting it right.

 

 

10:25

Break

10:35

Fireside chat: What does effortless customer service look like today?

Raymond Hüner

General Manager, Benelux & Nordics, Freshworks

Gerry Brown

CX Research Director, IDC

Your customers expect you to meet them on their terms, at their channel of choice, and at the time dictated by them. Businesses, on the other hand, are under immense pressure to map the non-linear journeys of their customers in order to consistently delight them.
The shift to digital-first customer service has changed what customers view as an “effortless” experience. They expect businesses to be accessible — all the time, from anywhere. They want every interaction to be fast, empathetic, and personalized.

But for business trying to adapt to this new reality, this raises complex questions like

  • How do we meet these expectations to deliver delightful experiences)
  • How can we ensure that every interaction is an opportunity to win customer loyalty?
  • How do we empower every agent to be a customer champion?

So what does effortless customer service look like today (on both sides of the equation—customers and agents)? And how should businesses champion that change? 

 

10:50

Customer Experience is the real competitive advantage going forward

Carl Sjöström

Chief Marketing Officer, Formue

Formue and the connection to CX

Technology is a tool that can enhance relationships when used right, but it does not replace relationships. A hybrid customer experience comes to life when we integrate the best of two worlds; advisors and expert skilled at their craft, having a meaningful and intimate dialogue with their clients about their intent, their family and business goals, their strengths and weakness paired with a seamless customer experience that can translate the unique features of a client’s life into a dynamic plan, integrated reporting and ultimately creating a tailored investment journey.

In my presentation I will touch on the following topics:

  • The vision for your companies future is about how the customers will experience your brand, throughout all channels and touchpoints.
  • Customer Experience is something that everyone in your firm need to understand and buy in to. Change management is they key to succeed internally.
  • Technology won´t solve your challenges alone, human centric implementation of technology will. Focus on your customers, coworkers and stakeholders. The result will come once everybody is onboard.
11:05

How the customer experience of OK a.m.b.a's app became a differentiating factor in a commoditized industry

Kristian Friis

Managing Director, Shape A/S

At this presentation OK a.m.b.a will share some insights into the following:

  • Which approach and mindset have we had to develop a multiple award winning app?
  • What type of learnings have we gathered from running a business critical platform over time? 
  • It's not an app, but an business platform for OK a.m.b.a's future.

 

 

11:20

Key takeaways

Gerry Brown

CX Research Director, IDC

Charlotte Thygesen Poulsen

VP, Events and GMS - Nordic & Benelux
11:30

Thank you for today - the platform remains open for networking

Partners

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Materials

To access this content, please enter the password you have received from IDC. If you do not have a password, please contact Camilla Hove Toft via email, at chovetoft@idc.com.

Contact Us

Camilla Hove Toft

Conference Director

Peer Jensen

Senior Sales Director, IDC Northern Europe Region, IDC Nordic

About IDC

58 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 www.idc.com.