In this episode of The CX Pod, Merete , Joanna , Shiraz Abid, and Jannicken Lampe discuss the evolution of customer experience at ice, a telecommunications company in Norway. They explore the importance of customer loyalty, the balance between customer satisfaction and revenue, and the role of technology in enhancing customer engagement.

The conversation emphasizes the need for a long-term vision in customer experience strategies and the challenges of navigating complexity in a digital world. The guests share their insights on maintaining a personal touch in an increasingly automated environment, highlighting the significance of treating customers equally as a competitive advantage.

In this conversation, the speakers also discuss the intricate relationship between customer experience and brand consistency, emphasizing the importance of maintaining a strong cultural foundation within the company. They explore how customer insights drive decision-making and the role of technology, particularly AI, in enhancing customer experiences. The discussion also highlights the significance of employee satisfaction in achieving customer happiness and the need for a human-centric approach in an increasingly technological world.

If you want to follow Jannicken on linkedin: https://www.linkedin.com/in/jannicken-lampe-a60a541/

If you want to follow Shiraz: https://www.linkedin.com/in/shiraz-abid-766a548/

And to see the award winning commercial, the link is here (in norwegian only, but the context is that the kid has been told all his life that the ipad only works when it rains):

https://youtu.be/rFhMbe5H6xw?si=EsADT4ivpCnnX3Rk