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?
