Visionary leader Hanna Kollberg takes us on a journey through the dynamic realms of creativity, leadership, and technology. This episode uncovers how creativity transcends traditional mediums to include innovative fields like coding and programming, a concept Hanna passionately explores. Her unique leadership style, shaped by experiences across entertainment, retail, and telecom, draws fascinating parallels between horseback riding and team dynamics, offering profound insights into balancing creativity with strategic execution. The conversation navigates the challenges and triumphs of leading creative thinkers, underscoring the value of honest communication and open dialogue. Hanna emphasizes the need for leaders to balance innovative ideas with practical execution, a skill honed through handling difficult conversations in her diverse career. We also touch on the importance of team diversity, combining high performers with collaborative team players, creating a cohesive and dynamic work environment that fuels success. Hanna's groundbreaking work with AI, particularly the creation of the in-house tool Optimus at Telia, showcases her commitment to innovation. She shares her vision of using AI to enhance efficiency and customer experiences while maintaining the irreplaceable human touch. This episode delves into the future of the telecom industry, highlighting the potential of AI and data to transform customer interactions and redefine business strategies. With Hanna's insights, we explore how the seamless integration of digital strategies with traditional customer touchpoints can revolutionize the industry over the coming years.

Podcast Summary Morten Fries Olsen, the Chief Marketing Officer at Sembler Group, joins us to uncover the future of automotive marketing in a rapidly evolving digital landscape. With his remarkable expertise and passion for both the automotive industry and cross-country skiing adventures in Italy, Morten offers a unique perspective on the growing influence of technology. We explore the compelling trend of ROPO—Research Online, Purchase Offline—and its profound implications for businesses navigating the complex world of automotive brands. Morten’s journey from promoting Copenhagen as a vibrant business hub to steering marketing initiatives for Audi reveals innovative strategies that are shaping the industry’s future. Our conversation delves into the customer-centric approaches revolutionizing automotive marketing, spotlighting the transformative role of AI and digital tools in reshaping consumer expectations. Morten shares insights into Semmler’s strategic shift, emphasizing the importance of bridging organizational silos and centralizing customer data to enhance experiences and loyalty. We delve into how leveraging AI, using platforms like Salesforce Marketing Cloud, is key to refining marketing strategies through sentiment analysis and personalized offers. With a focus on maintaining consistency across digital and analog touchpoints, this episode provides a comprehensive guide to achieving growth and customer satisfaction in today's competitive landscape.

In this episode, we sit down with Patrik Hedjung, Scania's AI Catalyst, for an engaging conversation about the transformative journey of blending AI with traditional industries. Patrik's adventurous side takes center stage as he shares the spontaneous decision to buy a house in Italy—an example of embracing new opportunities without a clear roadmap. This conversation dives deep into the democratization of AI, exploring how it unlocks new ideas and use cases that were once hidden. As a leader at Scania, Patrik is at the cutting edge of digital transformation, carefully navigating the integration of AI into the company’s culture while ensuring it enhances, rather than replaces, human connection. Patrik also discusses his decision to update his LinkedIn title to better reflect his aspirations in AI adoption, emphasizing how personal branding can align with professional growth. With Scania shifting towards autonomous and connected vehicles, he talks about the challenges and possibilities AI brings to the truck manufacturing world, particularly around hyper-personalization. We also delve into the support structures Scania has put in place to help its diverse workforce adapt to AI, understanding that familiarity and comfort levels with the technology vary widely. Finally, Patrik shares his thoughts on how AI is set to reshape leadership, freeing up leaders from routine tasks so they can focus on strategic, value-driven decisions.

In this enlightening episode titled "Redefining Telecom: AI, Customer Experience, and Human Connection with Jenny Garneij," we are joined by Jenny Garneij, the EVP of People and Change at Tele2. Jenny offers her profound insights into the transformative journey of the telecom industry as it shifts towards enhancing customer interactions through AI and empathy. She passionately discusses how Tele2 is evolving from a focus on sheer volume to creating meaningful value in customer relationships, preparing the organization for the future of digital interactions. Jenny candidly shares her personal pursuits, such as running in Sweden's brisk climate and her dream of a tech-free retreat in Fiji, highlighting the necessity of balancing professional ambitions with personal well-being. Throughout the episode, we delve into the integration of AI in the telecom sector, the importance of a customer-centric approach, and the challenges posed by digitalization. Jenny emphasizes the need for upskilling talent to meet these demands. A captivating case study from Teletubbies illustrates the role of AI chatbots in redefining customer service, showcasing how automation can harmonize with human empathy. This episode is a deep dive into the strategic shifts that are redefining the telecom industry, illustrating how the fusion of technology and human touch is vital for fostering long-term customer loyalty. Join us for a journey into the future of digital interactions, enriched by Jenny Garneij's expertise and passion.

In this captivating episode of the Digital Customer Experience podcast, hosted by Giosg and led by Daniel Paul, we dive into the fascinating world of digital innovation and customer engagement with Lina Hasic. Hasic, with her rich background in FMCG, retail, and e-commerce, shares her insights on the transformative power of digital technologies in enhancing customer experiences. The discussion kicks off with Hasic's unique journey from her roots in Stockholm to becoming a pioneering figure in customer and sales development. Her multifaceted career, marked by roles at Unilever and various fragrance companies, underscores her passion for innovation and her knack for uncovering potential in businesses and individuals alike. A highlight of the episode is Hasic's vision of creating a perfume that captures the essence of her life's journey, illustrating the profound connection between sensory experiences and customer engagement. This imaginative approach offers valuable lessons on personalizing digital interactions to forge lasting memories with customers. As the conversation progresses, Hasic and Paul delve into the challenges and opportunities in the e-commerce sector, particularly the role of AI and data analytics in crafting personalized customer journeys. Hasic shares her predictions for the future of AI in e-commerce, emphasizing the need for tools that offer deep personalization and genuine recommendations. The episode also touches on the importance of embracing diverse perspectives within teams to foster innovation and adaptability. Hasic's approach to leadership and team synergy offers listeners practical strategies for enhancing team dynamics and driving success in the digital realm. Wrapping up, Hasic discusses the potential of AR and beauty tech in the e-commerce landscape, the rise of live shopping in Sweden, and the benefits and limitations of video bots and AI in retail. Her insights not only shed light on the current state of digital customer experience but also chart a course for its future evolution. This episode is a must-listen for anyone interested in the intersection of technology, innovation, and customer engagement, offering valuable lessons on navigating the complexities of the digital age while staying true to the core values of personalization and emotional connection.

Unlock the transformative power of AI in the realm of customer experience with digital visionary Marco Andre, whose insights promise to elevate your understanding of marketing strategy and the human-AI relationship. Prepare to shift your perspective from a purely knowledge-based approach to one that incites curiosity and innovation, as we navigate the intricacies of AI integration in the pharmaceutical industry with Marco's ingenious LEGO analogy. His expert advice on leveraging AI as an augmentation—rather than a replacement—of human talent provides a blueprint for harnessing this technology to our advantage. Venture with us into the future of pharma marketing, where storytelling prowess meets the precision of AI-driven product development. We peel back the layers of AI's potential to compress drug development timelines and revolutionize go-to-market strategies through rapid content creation. Discover how AI can alleviate healthcare professionals' administrative burdens, thus enriching patient care quality. Moreover, we contemplate the profound impact AI could have on patient outcomes, from promoting treatment adherence to extending a helping hand to those in underserved healthcare areas. Join the movement of pioneering the integration of AI to enhance the customer journey, undeterred by the challenges and keen on the uncharted territories of opportunity AI brings to the table.

Let's dive into the world of Robin Wong, a true pioneer at the intersection of artificial intelligence and fashion e-commerce. Robin's journey is nothing short of remarkable, from making waves at BT to steering the ship at his own venture, Custom, and making strategic decisions at Tellerique. He's not just a visionary; he's a conduit of change, showing us how AI can mimic fashion influencers, effectively narrowing the gap between trendsetters and accessible fashion for everyone. Robin has some compelling thoughts on the future of AI assistants. He believes they're set to revolutionize productivity, paving the way for a new breed of entrepreneurs and innovators who work smarter, not harder. Join me as I explore the essence of leadership in today's tech-savvy world. I'll break down the complex web of the corporate ladder, focusing on growth, precision in prioritization, and the art of pursuing ambitions with IkaGuy—a strategy that fuses passion, skill, and market demand seamlessly. Our conversation also highlights the intricate relationship between the telecom sector and AI, emphasizing the necessity of clean data and the hurdles old systems can pose. We'll discuss the indispensable need for stringent data security and a team adept in giosg. We wrap up by pondering the environmental responsibilities of the telecom industry, underscoring the balance between eco-conscious choices and maintaining high standards of quality and customer happiness. As we look towards the future, Robin shares his insights on the shift from traditional customer service methods to digital platforms, powered by AI to create personalized experiences for users everywhere. It's a fascinating peek into meeting the diverse needs of customers in the digital age.

(00:00) Innovating Digital Customer Experience in Automotive This chapter features an engaging conversation with Dr. Umar Zakir Abdul Ahmad, an expert in future mobility with roles at Sensible 4, MoVita, Zikr, and Proton, who shares insights into the evolving landscape of digital customer experience in the automotive industry. I explore Umar's personal interests, such as his love for indie rock, R&B, and synthwave music, alongside his technical achievements, including scaling a Finnish startup and winning international awards. Umar discusses how the autonomous vehicle hype has introduced a software-centric mindset to the traditionally mechanical automotive sector, leading to innovative digital experiences in vehicles and new opportunities for monetization. He highlights the gradual shift towards integrating software processes with legacy safety procedures and how this fusion is transforming the automotive industry's approach to business innovation and customer engagement. (17:54) Challenges of Software in Automotive Industry This chapter explores the challenges and opportunities presented by the integration of software into the automotive industry, with a focus on data privacy regulations such as GDPR and the necessity for transparency and open-source approaches. We examine the shifting landscape of digital customer experiences in the automotive sector, highlighting initiatives like Volkswagen's Cariad and the strategic positions held by young talent in companies, as illustrated by Mercedes-Benz's Chief Software Officer, Magnus Östberg. The conversation also touches on the evolving perception of careers in automotive software, the need for a balance between innovation and safety, and the essential skills for success in this dynamic field, emphasizing the importance of being a T-shaped specialist. We conclude with insights on how the industry is becoming more fluid and the imperative for professionals to have a solid core skill set while remaining adaptable to change.

Volvo Cars Sweden's Managing Director, Jessica Spahn, joins us to share her journey from the courtrooms of aspirations in law to the helm of an automotive revolution. With an effortless blend of style and substance, Jessica discusses how her personal passions shape her leadership, revealing the warmth of 'Fika' and the allure of Gothenburg along the way. Her narrative weaves through the corridors of Volvo's human-centric work culture, emphasizing the art of balancing work with life's simple pleasures—skiing, golf, and fashion—with a clarity that invites you to reevaluate your own daily grind. Venture with us through the digital landscape where Jessica illustrates the transformation of customer relations at Volvo Cars Sweden, steering away from conventional tracks. This episode is a converging point for ideas on how direct sales, instant feedback, and the pursuit of electric dreams are not just reshaping customer journeys but also fueling innovation within an industry at the cusp of change. Jessica encapsulates the essence of transformation and future-proofing, focusing on Volvo's commitment to electrification and climate neutrality. This vision portrays not just a company's roadmap but also a broader aspiration for the automotive sector's role in a sustainable future.

Embark on an enthralling exploration of the digital frontier with Rikke Aagaard Petersen, Volvo Car Denmark's marketing maven. Our conversation takes us behind the scenes of a brand that's steering the future of automotive engagement. Rikke Aagaard Petersen, with her multicultural panache and linguistic prowess, weaves a compelling narrative that goes beyond just cars—it's about the people, the stories, and the experiences that drive them. From her personal anecdotes that could rival any seasoned raconteur, to the evolution of car sales in the digital age, this episode promises to leave you with a newfound appreciation for the art of storytelling. As we navigate the intricate pathways of Volvo's digital transformation, the discussion illuminates how the tactile charm of showrooms is merging with the convenience of online sales. It's a dance between the traditional and the modern, with retailers reinventing their roles to keep pace with consumer expectations. And just when you think the plot couldn't get any richer, enter the realm of electric vehicles—where Danish tax policies, sustainability, and the sleek allure of the EX30 play starring roles. The insights Rikke Aagaard Petersen offers are not just about cars—they're a testament to the shifting cultural and market landscapes that challenge and inspire the Volvo ethos. The grand finale of our journey with Rikke Aagaard Petersen showcases Volvo's century-long commitment to quality through the prism of digital customer interactions. Every click, swipe, and chat is an opportunity to uphold the trust that has been the cornerstone of the brand. We discuss crafting a customer journey that matches the electrifying innovation of their vehicles, ensuring that every digital touchpoint is as genuine and dependable as the Volvo name itself. So buckle up and prepare for an auditory ride that's as much about the heart and soul of the car industry as it is about its gleaming machines.

Unlock the secrets of the automotive industry's digital revolution as I, Daniel Paul, team up with marketing guru Joe Brown from Frank Letter Auto Group. You'll be captivated by tales of how AI and personalized digital experiences are driving the future of car sales, all while protecting the precious memories of a 1972 Honda Coupe that symbolizes Joe's family legacy. As we brew up a discussion on Joe's fascinating pivot from a future in dentistry to leading his family's digital charge, we'll also dissect the seismic shift from traditional advertising to the high-octane world of online marketing that Joe masterfully navigates. Gear up for an exhilarating ride through the intricacies of AI as we chart a course towards tomorrow's auto industry with Joe's insider perspective. Witness firsthand how AI chatbots like Gloria are changing customer service for the better, complementing the irreplaceable human touch. We'll also tackle the electrified topic of cybersecurity, ensuring customer data stays locked up tighter than a showroom at night. From the impact of direct-to-consumer sales models that challenge the classic dealership to the influence of transparency in pricing, our conversation drives home the essence of innovation and the enduring importance of cultivating customer relationships. Join us for this journey where tradition melds with technology, and the rubber of family heritage meets the digital road ahead.

In this podcast episode, we delve into digital transformation and customer experience with Mario, an innovator who has revolutionized multiple industries, from healthcare to smart cities. Mario shares his journey from corporate executive to startup founder with Gennie, discussing the importance of customer-centric strategies and the role of AI in enhancing customer engagement.

Striking a chord between the pulse of medicine and the rhythms of music, Carlos Eid, Executive Medical Director of Cardiovascular at Novartis International Medical Affairs, joins us to share his symphonic life journey. His story isn't just a remarkable blend of healthcare, leadership, and the arts; it's a narrative that reveals how the threads of being a father, a physician, and a musician are interwoven to create a unique tapestry of professional excellence. Carlos opens up about the global impact he aims to make in the pharmaceutical industry, and how his passion for music—be it choir singing or DJing—infuses a sense of harmony in every endeavor. Despite his modest refusal to consider recording an album, the cadence of his experiences beats throughout our conversation, offering a masterclass in marrying one's diverse interests for personal growth and professional mastery. As we chart the course of innovation in medical affairs, Carlos brings to light the vital role of Medical Science Liaisons (MSLs) and redefines what it means to engage with customers. Breaking down the difference between omni-channel and multi-channel strategies, he illustrates how a seamless integration of customer interactions can create a resonant experience without the need for stratospheric costs. By weaving in stories that highlight the undiminished value of empathy and personal connection, Carlos advocates for a blend of technology and human touch in healthcare—a mix that, in his view, strikes the perfect balance for patient-centred care. Our discussion is an enlightening exploration of the crescendos and diminuendos in the healthcare industry, aiming to amplify the listener's understanding of the intricate dance between innovation, empathy, and strategic engagement.

Prepare to be captivated by the transformational narrative of Paul Prior, our esteemed guest and digital strategy connoisseur. His ascent from a self-conscious teen to a renowned keynote speaker is a testament to the potency of mentorship and the relentless pursuit of growth. In our engaging conversation, Paul imparts his insights on fostering a lifelong learner's mindset, shares laughter-infused tales from his early speaking days, and honors the wisdom bestowed upon him by his mentor Alan Moss. His story is a beacon for anyone looking to navigate the waters of personal and professional development with confidence and curiosity. The telecom industry is on the cusp of a revolution, and we're here to dissect its most daunting challenges. We unravel the complexities telecom companies face, from the embrace of commoditization to the seamless integration of customer centricity into their core. The spotlight shines on AI's transformative role in setting new benchmarks for productivity and customer service, as we engage in a forward-thinking discourse on how digital and physical retail might coalesce in the near future. These insights are crucial for industry professionals aiming to stay ahead in a landscape marked by perpetual innovation. Our conversation transcends the tactical to embrace the heart and soul of branding, illuminating the profound connection it can forge with customers. The discussion captures the exhilaration akin to unwrapping a new Nintendo Switch—an emotion that brands should strive to evoke. We also peer into the realm of actions speaking louder than words, particularly in sustainability and corporate responsibility. As we reflect on our own aspirations to leave an indelible mark beyond the digital realm, we extend a heartfelt invitation for you to join us and contribute to a legacy of impactful philanthropy and thoughtful community engagement

Gear up to uncover the intricacies of digital customer experience transformation in the Pharmacy sector with our esteemed guest, Maria Yazdi, Head of Customer Service at Apotek Hjärtat. This episode promises to demystify the confluence of digital and physical realms as Maria, who brings an intriguing blend of competitive swimming background into leadership, emphasizes on omnichannel experience. We'll hear about her endeavors to establish emotional safety and open communication in the workplace and her focus on delivering a consistent experience to customers, whether they interact with the pharmacy in-person or online. We will also journey through the significant role of employee engagement in elevating customer satisfaction. Maria shares her successful strategy of dual roles for employees, attributing to clear ownership and commitment in e-commerce and in-store channels. She will reveal her journey of restructuring the customer service team, which led to reduced queue times and enhanced employee satisfaction. The episode is topped with Maria's inspiring mantra of "there are no problems, only solutions," and the empowering effect of treating employees as equals. By the time we conclude, you’ll see how valuing employees can lead to better customer engagement. So, tune in, absorb, and come away with actionable strategies for creating a top-notch digital customer experience. Don't forget to share and subscribe for more insightful episodes!

Meet Paulo Gentil, digital solutions manager at Abbvie, a man with insights to share and stories to tell, all woven into the fabric of his rich Brazilian culture. He’ll spin you a tale about football that's so compelling, you'll start seeing the game in a different light. This game of strategy, teamwork, and shared responsibility, Paulo argues, mirrors the trials and triumphs of building a successful company. So, what if we hired a footballer as a digital solutions manager? Paulo has some intriguing thoughts on that. As we step into the world of digital transformation, we explore its impact on various generations in the workplace. Change management is a dance we all need to learn, and Paulo explains why it's crucial to engage everyone in understanding the value of digital solutions. From AI-driven Next Best Action in customer engagement to the role of artificial intelligence in pharmaceutical companies, this conversation underscores the importance of embracing new technologies for staying competitive in a digitized world. Finally, we delve into the challenges faced by the pharmaceutical industry in customer engagement. Paulo draws comparisons with companies like Amazon, emphasizing the significance of understanding and solving real customer problems. From regulations to diversifying markets, we navigate the complexities of the industry before we wrap up with a treasure trove of career advice from Paulo that is sure to leave you inspired. Tune in to this episode for an amalgamation of culture, technology, and the art of building a successful career!

In this episode, guest Helge Tennø shares his insights on the role of AI in transforming customer experience, the importance of understanding customer needs in the pharmaceutical industry, and how to align organizational goals to optimize the omnichannel experience. The conversation also delves into the unique challenges and potential of omnichannel marketing in the pharmaceutical industry, withHelge Tennø offering advice to aspiring heads of customer service.

In this podcast episode, Malin Parkler of Pfizer Sweden discusses the inspiration she draws from the music and its relevance to her work in the pharmaceutical industry. She shares how Pfizer, under her leadership, is using digital transformation and AI to enhance drug discovery and improve the experiences of healthcare professionals, patients, and government agencies. Parkler explains Pfizer's customer-centric approach, which uses a variety of content and channels to create personalized learning journeys. She also discusses the use of AI in speeding up processes and measuring customer satisfaction at Pfizer. The episode explores the potential of generative AI in healthcare, particularly in protein folding, and touches upon its ethical implications. Towards the end, Parkler provides advice to young leaders, encouraging them to embrace change and transformation. She also discusses the challenges of using AI, including ethical concerns and the risk of fake content. The podcast concludes with a conversation on leadership styles and tips for aspiring leaders, emphasizing curiosity, networking, investment in technology, and persistence.

Strap yourselves in as we take a deep dive into the world of pharma digital marketing with our exceptional guest, Stan Kawbowsky, who enlightens us with his profound insights and extraordinary experiences. From his initial aspiration of being a scientist to becoming a renowned digital marketing strategist, Stan’s journey is as fascinating as it is inspiring. He takes us through his unique experiences of working with diverse cultures, illustrating the distinctive mindset and skills each culture brings to the table. Stan’s love for nature and his intriguing hobby of mushroom collecting adds an exciting dimension to our conversation. As we navigate through the tides of digital transformation in the pharmaceutical industry, Stan lays bare the challenges and opportunities that this digital acceleration presents particularly with regard to AI, personalization and omnichannel strategies. Just like a grand orchestra whose individual musicians create beautiful music, Stan emphasizes the need for alignment between departments to implement omnichannel strategies successfully. Closing our discussion, Stan underlines the importance of integrated change management and data-driven decision making in enhancing digital customer experience. If you are eager to understand the role of technology in shaping customer experience and building trust, this episode is your treasure trove of insights.

Today's show takes an enlightening journey with Ellen Mellon Lundstrom, the Head of E-commerce at Telia, who brings her international experience and insights to the table. Ellen, with her rich working history in both New York and Stockholm, discusses the unique challenges encountered in digital sales within the Swedish B2C telecom sector. She takes us through the intricate web of strategic website personalization and the critical need for safeguarding customer data in this age of digital ubiquity. Strap in as we delve into how e-commerce is a game-changer for Telia Sweden's Omni-Channel sales. Ellen throws light on some groundbreaking initiatives like the Store to Home Initiative and video calls to stores, with the aim of rendering a seamless shopping experience to customers. The potential of AI and personalization in transforming the future of customer experiences forms an exciting part of our discussion. Aspiring e-commerce leaders will find invaluable advice and insights from Ellen, making this episode a not-to-be-missed experience. So join us, and let's decipher the ever-evolving digital customer experience together.