Interviews with Industry Leaders

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels digs deep into the ecommerce side of the Hospitality industry, discussing how to deliver a great experience digitally for customers whilst personalizing the journey leading to loyalty and satisfaction.

Gerhard Fourie, General Manager Global Brand Strategy, Nissan

Gerhard discusses the importance of brand positioning for the consumer, as well as the value sponsorships play in spreading the message of your brand.

Marko Hein, Senior Director, Digital Solutions, LEGO

In this exclusive interview Marko Hein, Senior Director, Digital Solutions talks about how LEGO deliver a fantastic experience for its consumers in the online world, reflecting the brand values of the well loved organisation through digital means.

Seth Ellison, President Europe, Levi’s

Board buy in for customer strategies can be tricky, and as President of Europe at Levis, Seth talks about exactly what he looks for when individuals in his team are looking for investment into their CX strategies.

Mariana Machado, Customer Behaviour Director, Accor Hotels

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.

Jorge Mascarenhas, Head of O2, Telefonica

Jorge talks to the Exchange about the impact that Gurus have on O2’s customer strategy. Jorge also shares the impact of propositions like these and how do to create a business case around something experiential such as the Guru strategy. 

Andreas Schlegel, Global Director Network Development, Volvo

Andreas shares examples of how Volvo integrated a customer culture into their showrooms, together with the importance he places on the difference this can make between a standard customer journey and a memorable ‘wow’ one. 

Andy Brown, Central operations Director, Argos

Having recently changed the face of a much loved brand to be more digital-friendly, Andy talks through the importance of digital and it’s place on the high street. He also talks about the importance of engaging his employees for effective results. 

Cathy Reid, Head of Customer Experience, Anne Summers

Cathy talks about strategies of connecting the dots between the online and in-store world, as well as combining the two to create a fantastic shopping experience.

Paul Sands, Director of Customer Experience, Bang & Olufsen

Emotional engagement is now the buzz of the customer facing industry, and Paul discusses some of the challenges and opportunities that are presented when investing in tools to enhance the overall engagement of the customer. 

Interview: Nick Mercer, Commercial Director, Eurosta

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.