Aligning customer experience at DNV with their 2025 strategy

Featured speakers

Stig Grøndahl

Director of Group Customer Development, Group Digital and Development at DNV

Rune Holst Johnsen

Manager Customer Experience and Marketing Analytics at DNV

Agenda of the event

08:45 - 09.00

Welcome by twoHundred

09:00 - 09:45

Stig Grøndahl & Rune Holst Johnsen

DNV

Aligning customer experience at DNV with their 2025 strategy

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

09:50 - 10:50

Group discussion facilitated by SAP Customer Experience

  • What is your current approach towards data and understating your customers?
  • How have you been able to improve your decision making through actionable data?

10.50 – 11.00

Summary of the discussion and thanks for the day

08:45 - 09.00

Welcome by twoHundred

09:00 - 09:45

Stig Grøndahl & Rune Holst Johnsen

DNV

Aligning customer experience at DNV with their 2025 strategy

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

09:50 - 10:50

Group discussion facilitated by SAP Customer Experience

  • What is your current approach towards data and understating your customers?
  • How have you been able to improve your decision making through actionable data?

10.50 – 11.00

Summary of the discussion and thanks for the day

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