Debbie will be a partner at Customer Service & Customer Experience 2024, which will take place at Scandic Copenhagen, Vester Søgade 6 in Copenhagen on April 18, 2024.
Why? Simply because we are interested in the post-payment customer journey and want to help retain customers despite non-payment. We have attended as guests before and can only encourage others with responsibility for their company's customer service and customer journey to show up and hear relevant presentations + meet Debbie and the other partners.
In 2024, there will be presentations from Andel Energi, DSB, BMW, Copenhagen Airport, and mental health expert, management consultant and sociologist Rikke Østergaard will talk about emotional pollution, which according to Rikke Østergaard is a term for the bad atmosphere and negative working environment that can arise in workplaces and among colleagues. A workplace filled with negativity, complaining, stress and lack of motivation obviously creates poor results. But how do you turn this emotional pollution into a good working environment with positivity, collaboration and well-being?
Frank Haugaard, VP Sales & Customer Service, and Ceyda Metin Liechti, Transformation Manager, from DSB talk about how they handle +200,000 customer service situations per day (!) across phone, email, chat, physical ticket sales, website, staff in trains and stations, 7-Eleven and ticket machines.
With the goal of an excellent customer experience across all channels, and at the same time streamlining, DSB has launched an ambitious digitization program under the heading "Easy to be a customer and easy to be an employee".
Customer Service Manager Brian Mansfeldt Lykkegaard talks about how to successfully work with customer experience at CPH. Copenhagen Airport is a large and complex workplace with many interfaces and differences. And customer service strives to not just deliver service to solve tasks, but to deliver service to make a difference for customers. Customer service delivers exceptional customer experiences, and a good proof of this is that the Net Promoter Score (NPS) for the month of November 2023 reached a record-high score of 77.5 for all written inquiries (a weekly record was set with an NPS of 85 in week 44!) The same great performance also pleases on the phone, where you can experience inquiries about booking parking, lost luggage or inquiries about whether you can bring an octopus in your hand luggage or your lobster to Finland.
Debbie is one of the 23 partners you can meet with a stand outside the hall - drop by for a chat about the customer journey after absence.
