Leader, Consultant, Futurist & Advisor focused on Strategy, Marketing, CX, Business Transformation & Tech
Summary of CX Transformation Nordics
Last week I attended CX Transformation Nordics, both as keynote speaker and panelist. Had two great days in a rainy Copenhagen. Apart from all the interesting delegates from across the Nordics and a good laugh when one of the speakers by mistake were talking about ‘executing’ employees that didn’t want change, here some slides that caught my interest and will serve as a summary:
Danske Bank talking about how customer expectations travel from one experience to the next. This is why benchmarking your own industry really doesn’t make much sense in a digital world. Danske Bank again, describing how they use incubators disconnected from the rest of the organization, its structure and governance, to drive disruption. And how they have it in the contracts with the employees, that they can never, ever, move them into the regular organization against their will.
Another highlight was Marc Siles Alugué of INNEOX who held an overall very good workshop on innovation and change. Here talking about how we are our connectome – our experiences.
The conference closed with Toni Keskinen of FutureCMO doing a good and very informative workshop on customer journey mapping and change.
Snippets from my presentation and think-tank session on omnichannel:
Christoffer Vollmer 