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In this episode of Experience Matters, we explore how A.P. Moller - Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth. Host Steffen Souza is joined by Peter Timm Kejser 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. Dive into the episode here: https://lnkd.in/e8cNnFnY #MerkleInsights #Podcast #CX

In this episode of Experience Matters, we explore how A.P. Moller - 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. Dive into the episode here: https://lnkd.in/e8cNnFnY #MerkleInsights #Podcast #CX 

We’re excited to unveil Merkle’s latest report, the CMO Navigator: CX Edition, a comprehensive analysis that provides insights into the evolving perspectives of CMOs on customer experience (CX) and digital transformation. This global study surveyed 1,900+ marketing leaders across 13 countries, giving us a wide-reaching view of how marketing executives are navigating these critical areas. We also brought in consumer research to gauge how well these CMO perspectives match consumer expectations and how this alignment - or lack thereof - impacts business growth.   Download the report here: https://lnkd.in/e-nfbAWq #MerkleInsights

Did you hear? We launched Experience Matters – a new podcast series about experience-led growth. The podcast explores the fundamental principles of delivering exceptional customer experiences that can serve as a significant driver of existing and future business success. While the podcast is usually in Danish, this very first episode is in English! Click to listen to Holden Bale (our Global Head of Experience & Commerce) and Steffen Souza Ric-Hansen (Chief Growth Officer) discuss why CX often beats product features in successful multi-billion-dollar businesses. Insightful inspiration or inspirational insight? You decide 🎧🎙️Catch the first episode on Spotify here: https://lnkd.in/daSmyCSH or Apple here: https://lnkd.in/dUMPnPSc #MerkleInsights #MerklePodcast

The rise of #AI has transformed our daily lives, but with that comes challenges around ethics and governance. Learn how to ensure AI is used responsibly in this blog: https://lnkd.in/efSYeFnV #blog #innovation #responsibility #ethicalframeworks

NEWS | Oticon Medical, a global leader in innovative hearing solutions, has chosen Merkle as their digital partner 🎉   As part of the Demant Group, Oticon specializes in bone-anchored hearing aids and implants, serving audiologists, surgeons, and patients. Due to new innovations and an imminent product launch, Merkle and Oticon will start their partnership by renewing its entire digital landscape, followed by a conversion-optimized website for lead generation and data collection.   “At Merkle, we believe in the power of technology to transform lives. Partnering with Oticon Medical allows us to strengthen this impact,” says Cecilia Linder Sundquist, Client Service Director at Merkle. “Our expertise in customer data, analytics, and personalized experiences will ensure that Oticon Medical’s innovations reach diverse populations. Together, we will create a more inclusive world where everyone benefits from. We’re proud to align with a company that shares our passion for positive change.”  

🚨 LAST CALL | Our event with Optimizely and Google is just 4 days away! 🚨 Discover how to elevate your personalisation strategy as we approach a cookieless future. Experts from dentsu, Optimizely, and Google will share their insights, and we’ll wrap up with networking drinks. Haven’t registered yet? Secure your spot today!#MerkleEvents

REPORT | Introducing the Superpowers Index 2024! 🦸♂️⚡ dentsu's largest global study on B2B buying behavior is here, featuring insights from 14,000+ buyer interviews and 25,000 buying experiences. This report covers: - The drivers behind B2B buying decisions: what makes the difference between winning and losing. - The B2B buying journey: who’s involved at each stage and what matters to them. - Commercial impact: how enhancing the buying experience boosts commercial outcomes. Download the full report now and transform your B2B strategy! 📈 https://lnkd.in/eSb-Xfnj #MerkleInsights

EVENT | Personalization 2.0: Optimizing Customer Experience in a Cookieless World | 9 Sept   Big changes are coming to how we connect with our customers as we move away from 3rd party cookies. This event is all about what that means for personalization and how we can navigate this shift together. We’ll dive into the future of digital engagement—how paid and owned channels will evolve and what steps your organization should take now to stay ahead.   Our speakers during this event: - Suvi Panas - Data & Analytics Strategy Director, dentsu sweden - Mårten Bokedal - Senior Solutions Strategy Director, Optimizely - Charlotte Påhlman - Head of Business Development, Google Marketing Platfom, Google Northern Europe   Will we see you there? Register now! https://lnkd.in/er6PkSDc