In this season 4 premiere episode (!), Joanna and Merete discuss the upcoming Nordic B2B Customer Experience Conference with Torben Degn, CEO of Customer Agency. They explore the evolution of customer experience in B2B, the importance of data, and the need for continuous improvement in customer experience programs. The conversation highlights the shift from product-centric to customer-centric approaches in B2B companies and the growing recognition of customer experience as a vital component across all organizational functions. The episode also delves into the intricacies of customer experience (CX) and its pivotal role in business strategy. They discuss the importance of defining what constitutes a superior customer experience, aligning organizational goals with customer needs, and empowering frontline employees to make impactful decisions. The conversation also touches on the future of CX, emphasizing the need for companies to focus on existing methodologies rather than chasing new buzzwords. Ultimately, they highlight the competitive advantages that come from investing in customer experience and the pride that comes from fostering a customer-centric culture within organizations.

Torben is found on linkedin here: https://www.linkedin.com/in/torben-degn-3644093/