Discover insights from industry experts
OLGA KULLANDER
Leveraging insights to drive value with journey management
Olga Kullander, leader of the Voice of Customer at Polestar, delves into how journey management drives customer-centricity and business success. She explains Polestar's Triple Diamond process, combining customer insights with business goals, and highlights the importance of managing the entire customer journey. Learn how Polestar uses journey management to generate actionable insights, balance customer needs with business objectives, and continuously improve the customer experience.
CX Insights
Triple-diamond
Retail
Stockholm
HEIDI ETTANEN & KAROLINA BOREMALM
Leading journeys strategically and operationally
Heidi Ettanen and Karolina Boremalm from H&M explore the strategic and operational aspects of journey mapping in retail. They discuss how a well-defined customer journey can enhance retail success by improving customer experiences, driving efficiency, and fostering loyalty. Discover practical steps for implementing customer journeys, including data collection, mapping, analysis, and continuous improvement. Learn how journey management, supported by design operations, can provide a systematic and scalable approach to optimise customer experiences and ensure H&M's competitive advantage in the retail market.
DesignOps
Retail
Stockholm
SÉRGIO TAVARES
Customer journeys that can't be ignored
Sérgio Tavares, from F-Secure, shares his insights on leveraging data analytics and service design to enhance journey management. Drawing from his extensive consulting background, Sérgio provides actionable tips for making customer journeys indispensable within an organization. He discusses the importance of making personas actionable, quantifying pain points, and documenting internal pressures. Learn how to create a minimum viable journey, engage colleagues effectively, and replace traditional reports with dynamic journey maps to drive customer-centric improvements and business success.
Personas
Business case
Cybersecurity
Stockholm
ESA NETTAMO
Mastering customer-centricity with journey management
Esa Nettamo helps organisations become customer-centric through journey management. In this talk, he explores why customer-centricity often fails and how journey management can overcome these challenges. Discover strategies for involving the entire organisation, prioritising decisions based on customer and business value, breaking down silos, and making data accessible to optimise customer experiences and ensure successful strategy implementation.
Customer & Business value
Customer-centricity
Stockholm
VILLE ÖSTERLUND
Illuminate your path! How to switch on a continuous customer discovery for journey excellence
Ville Österlund, founder and CEO of LeanLab, discusses the importance of continuously learning from customers to stay competitive. He shares his journey of founding LeanLab, a platform that enables organisations to collaborate with customers at scale, facilitating rapid and iterative user research. Through a case study with Lindex Group, Ville illustrates how LeanLab helps companies engage customers effectively, saving time and resources. He emphasizes the need to move away from sporadic customer feedback towards a systematic, continuous approach, ensuring meaningful experiences that drive loyalty and business success.
CX insights
Customer research
Tools
Stockholm
ADALGISA SANTOS
Journey-Ops: Stories of failure and success
Adalgisa Santos from KONE shares insightful success stories and failures from customer journeys in the elevator and escalator industry. With a rich history of 100+ years, KONE has navigated the complexities of customer-centric transformation. Adalgisa discusses how KONE's journey mapping evolved from isolated projects to a unified, live journey approach. She highlights the challenges of customer journey overload, the importance of alignment, and the need for effective tools. Key takeaways include the value of bottom-up changes, empowering others to adopt journey operations, and using the right tools to scale and simplify the process for meaningful, customer-centric outcomes.
Adoption
Lessons learned
Stockholm
MARTIN PALAMARZ
Journeys at the hearth of management
Martin Palamarz, Co-Founder of TheyDo, delves into the challenges of achieving true customer-centricity within organisations. He highlights the disconnect between companies' perception of being customer-focused and the reality from customers' perspectives. Martin introduces TheyDo's approach to transforming customer journey mapping from static artifacts to dynamic, data-driven tools. By integrating quantitative and qualitative data, AI insights, and cross-team collaboration, TheyDo aims to make customer journeys the most powerful business tool.
Data
Customer-centricity
Tools
Stockholm
ANNI LEPPÄNEN
Leading with journeys - Learnings from one of the largest website renewals in Finland
Anni Leppänen, a lead service designer in Helsinki, discusses using journey mapping to improve city services. She shares how a major website renewal project helped transform the city’s approach to customer experience. Key points include understanding strategic goals, focusing on customer needs, and integrating service design into everyday operations. Anni emphasizes the importance of continuous delivery, agile methods, and cross-department collaboration to keep the journey-focused approach effective.
Transformation
Public sector
Helsinki
MARION BOBERG
CX management: Three foundational components to successful customer Journey Ops
Marion Boberg discusses key elements for successful customer journey operations, focusing on building a customer journey framework, comprehensive customer understanding, and a CX dashboard. She emphasises aligning customer and business goals, integrating various data types, and using metrics to guide strategic decisions and monitor efficiency.
Customer journey framework
CX dashboard
Helsinki
ALEXIS PODOLNY
Journey management for Enterprise
Alexis Podolny, Head of Sales at TheyDo, shared insights on the state of customer-centric organisations, highlighting common challenges such as fragmented customer insights and the difficulty of keeping journey maps up to date. She emphasised the importance of a centralised, standardised approach to journey management to overcome these barriers and illustrated this with a recent case from the automotive industry.
Customer-centricity
CX Data
Helsinki
PANEL DISCUSSION
Mastering customer-centricity
Join Anne Mikkilä, Lotta Buss, and Lars Nordqvist as they discuss enhancing customer experience through design and digital innovation. They will share strategies on understanding customer needs, integrating service design with digital tools, and highlighting the importance of customer journey mapping and feedback loops.
Customer-centricity
Helsinki