Customers is one of five pillars in the DNV 2025 strategy and “enable our customers’ aspirations through superior customer experience” is a key objective for fulfilling the strategic ambition of shaping the future of assurance and the vision of being a trusted voice for tackling global transformations. Currently DNV has different levels of maturity across their business units when it comes to using data and digital tools to optimize their processes, but through a new CX initiative they are aiming to achieve a consolidated approach across the company. The point of departure for the presentation and discussion is optimization of DNVs customer journey, the learnings so far as well as goals and objectives set for the future. The presenters will touch upon following:
- The “why” of the initiative and its strategic alignment
- Going from concept to operationalization through technological capabilities
- The cultural journey and change management
- Concrete examples of analytics and “close the feedback-loop” processes
