Welcome to our tech podcast where we delve deep into captivating topics surrounding Customer Experience, Commerce, and Digital Transformation. Join us as we explore these fascinating themes and uncover valuable insights to enhance your understanding and mastery in the digital realm.
Sustainability - med Natascha Schøtt, Ahlsell og Pia Sebell, Merkle
I denne episode af Experience Matters stiller vi skarpt på bæredygtig transformation – og hvordan digitalisering spiller en afgørende rolle i at accelerere forretningsvækst med grønne ambitioner. Vært Steffen Souza Ric-Hansen får besøg af Pia Sebell, Consulting Director, Experience hos Merkle, og Natascha Scøtt, Director, Strategy & Transformation hos Ahlsell. Sammen dykker de ned i, hvordan digitale værktøjer kan omsætte bæredygtighedsstrategier til målbare resultater – både miljømæssigt og kommercielt. Glæd dig til et inspirerende afsnit fyldt med indsigter, erfaringer og konkrete eksempler på, hvordan virksomheder kan skabe værdi gennem digitalt drevet bæredygtighed.
3 Mar 2025
AI and Business Adoption - with Thomas Walter, Merkle EMEA
🚀 AI: Beyond the Buzzword – Finding Real Business Value
In the latest episode of Experience Matters, host Steffen Souza Ric-Hansen sits down with Thomas Walter, Chief Solution Officer for Merkle in EMEA, to cut through the AI hype.
AI is everywhere, but how do businesses move from fascination to real impact? Thomas shares insights on practical AI applications, customer-centric strategies, and how companies can unlock measurable value using the AI Business Value Canvas.
Merkle, a dentsu company, is at the forefront of this transformation - helping brands harness AI for real business outcomes.
🔊 Tune in to learn more!
#AI #CustomerExperience #DigitalTransformation #ExperienceMatters
6 Feb 2025
Digital Transformation in Financial Services
In this episode of Experience Matters, host Steffen Souza Ric-Hansen welcomes Sille Stener, former SVP at SDC, and Lars Harder from Merkle for an insightful discussion on digital transformation in the financial services industry.
They explore the current state of digitalization, leadership strategies, customer experience, and the role of partnerships in driving innovation. Tune in to gain valuable insights on the Nordic market and beyond.
🎧 The episode is in Danish. Listen now!
2 Dec 2024
Fra Legacy Systemer til Fremtidsklar Teknologi: En Vækstrejse med Lemvigh-Müller - med Frederik Aakerlund, CIO, Lemvigh-Müller
Merkle's Steffen Souza explores Lemvigh-Müller's digital transformation with CIO Frederik Aakerlund, highlighting the challenges of legacy systems and the company's strategic tech leaps to drive growth and e-commerce success.
4 Nov 2024
Maersk Customer Service Transformation: From Cost Center to Experience-Led Growth with Peter Hartz, Maersk
In this episode of Experience Matters, we explore how Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth.
Host Steffen Souza is joined by Peter Hartz, Global Head of Ocean Niche Products, to discuss the strategies behind this transformation. Peter shares insights on balancing technology with human interaction, organizational change management, and driving adoption across teams.
He highlights how Maersk used data and digital tools like AI and CRM systems to enhance customer journeys and empower employees, turning customer service into a key growth engine and a competitive advantage.
1 Oct 2024
The Peak-end rule - Med Pia Sebell, Experience Director og Morten Kold, CXO & Head of Experience Design, Merkle NE
I denne episode af ”Experience Matters” tager Pia Sebell og Morten Kold dig med igennem Peak-end rule, som måske bedst kan oversættes med ”Optursreglen”. Pia er Experience Director og Morten CXO og Head of Experience Design, begge i Merkle, og sammen med vært og Chief Growth Officer, Steffen Souza, fortæller de om, hvorfor det er helt afgørende for brands at skabe mindeværdige oplevelser for kunderne.
”Experience Matters” er en podcastserie med åben, ærlig snak med nogle af branchens mest prominente eksperter inden for CX og digital transformation. Få fyldt viden og inspiration på tænketanken!
12 Sept 2024
CX as a Growth Driver - Feat. Holden Bale, Global Head of Experience & Commerce, Merkle and dentsu
Join this episode of “Experience Matters” – featuring Holden Bale, Global Head of Experience & Commerce at Merkle and dentsu. Our host and Chief Growth Officer Steffen Souza, and Holden Bale dive into the importance of focusing on customers and how success and growth often come down to a great customer experience rather than product features, even in multi-billion-dollar businesses.
“Experience Matters” is a podcast series with some of the most prominent experts in CX and digital transformation in honest conversation. Come for the insights – stay for the inspiration!
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