Customer-centric culture: what it is and how you create one

Culture is not what you say you’ll do. It is what you actually do.

And this statement arguably carries more weight when it comes to Customer Experience. Many companies claim they have a customer-first culture, but how many walk the talk?

If you want your company to be one of the best practices, join us for this webinar on April 27th, at 4pm EET.

Suvi Lindfors will host Helen Rigamonti – CX Consultant and Educator - and Per Johansson – Customer Experience Manager at Verisure – to share how to build a CX culture at your organization.

During the webinar, you will learn:

• What is a customer-centric company culture.
• Why it is important and what you can do to convince others that it is.
• How to promote a customer-centric culture in practice
• When a customer-centric culture works and when it does not, using real-life examples.
• What is the role of employee experience in delivering a great customer experience.

And of course, Helen and Per will be taking questions from the audience, so be ready with your most pressing doubts and concerns when it comes to creating a CX focused culture in your organization.

Interested but cannot make this time? No worries, a recording of the session will be available right after the event for all the registrants.

About the speakers

Helen Rigamonti – Helen has extensive experience leading customer-facing teams and has managed several large projects aimed at enhancing customer experience in both B2B, B2C, and non-profit organizations with a member focus. Helen has a long and solid experience in leadership and organizational development in both small and large businesses. Today, Helen Rigamonti works as an consultant, educator, interim manager, and speaker, focusing on helping organizations increase their customer experience while creating high performace teams that thrive. With over 20 years of experience in leadership positions and numerous assignments leading customer-centered change, her lectures draw from both successful and unsuccessful case studies. Helen is the responsible course leader and a member of the management team for several Customer Experience Management programs at IHM Business School. She is also a Swedish ambassador and a founding member of the management team for the European Customer Experience organization.

Per Johansson – Per is a customer obsessed nerd that previously worked almost 15 years with CRM and CX in insurance and finance but since a year ago responsible for the customer experience within Verisure and Securitas direct in Sweden. He sits on the management team and is a guest lecturer at IHM's business school's CX programs but his academic background is statistics with focus on data science . In recent years he has primarily worked with change management for a more customer-oriented organization and CX culture. He considers himself, for better or worse, to have a great stubbornness in always trying to show how important it is to not just say that "employee experience eats customer experience for breakfast" as a tired cliché, but to actually establish, test and follow-up the value from it.

Suvi Lindfors - Suvi has a vast knowledge and expertise in both Customer Experience and Customer Insights management, having spent more than 10 years in related roles at Telia, Nokia, and Microsoft. She is now co-founder of Lumoa, the customer feedback analytics solution that looks at any interaction with customers to tell you what to do next to grow your business.

About Lumoa

Most companies today track a number to assess how happy their customers are. NPS, CSAT, online ratings. What they miss is a way to tell what actions will move the number up or down. To do that, they would have to organise feedback from all sources; sift through thousands of rows; categorise that; find insights; map trends; and report. It’s too much.

Lumoa makes this easy. It looks at any customer interaction, automates the analysis, and highlights the items with the biggest impact. The companies we work with not only see a spike in the numbers they track, but they always know what to do next to continue growing their business.