🚀 AI: Beyond the Buzzword – Finding Real Business Value In the latest episode of Experience Matters , host Steffen Souza Ric-Hansen sits down with Thomas Walter, Chief Solution Officer for Merkle in EMEA, to cut through the AI hype. AI is everywhere, but how do businesses move from fascination to real impact? Thomas shares insights on practical AI applications, customer-centric strategies, and how companies can unlock measurable value using the AI Business Value Canvas . Merkle, a dentsu company , is at the forefront of this transformation - helping brands harness AI for real business outcomes. 🔊 Tune in to learn more! #AI #CustomerExperience #DigitalTransformation #ExperienceMatters…

In this episode of Experience Matters , host Steffen Souza Ric-Hansen welcomes Sille Stener, former SVP at SDC, and Lars Harder from Merkle for an insightful discussion on digital transformation in the financial services industry. They explore the current state of digitalization, leadership strategies, customer experience, and the role of partnerships in driving innovation. Tune in to gain valuable insights on the Nordic market and beyond. 🎧 The episode is in Danish. Listen now!…

I denne episode af ’Experience Matters’ dykker vores vært, Steffen Souza, ned i Lemvigh-Müllers digitale transformation sammen med Frederik Aakerlund, CIO hos virksomheden. De diskuterer overgangen fra legacy-systemer til moderne teknologi og hvordan denne proces har fungeret som en vækstdriver for en af Danmarks største stål- og teknikgrossister. Episoden udforsker udfordringerne ved forældede IT-systemer, vigtigheden af digitalisering i en konkurrencepræget B2B-branche samt de teknologiske og strategiske skridt, som Lemvigh-Müller har taget for at forbedre deres e-commerce og styrke deres position i markedet.…

In this episode of Experience Matters, we explore how Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth. Host Steffen Souza is joined by Peter Hartz, Global Head of Ocean Niche Products, to discuss the strategies behind this transformation. Peter shares insights on balancing technology with human interaction, organizational change management, and driving adoption across teams. He highlights how Maersk used data and digital tools like AI and CRM systems to enhance customer journeys and empower employees, turning customer service into a key growth engine and a competitive advantage.…

I denne episode af ”Experience Matters” tager Pia Sebell og Morten Kold dig med igennem Peak-end rule, som måske bedst kan oversættes med ”Optursreglen”. Pia er Experience Director og Morten CXO og Head of Experience Design, begge i Merkle, og sammen med vært og Chief Growth Officer, Steffen Souza, fortæller de om, hvorfor det er helt afgørende for brands at skabe mindeværdige oplevelser for kunderne. ”Experience Matters” er en podcastserie med åben, ærlig snak med nogle af branchens mest prominente eksperter inden for CX og digital transformation. Få fyldt viden og inspiration på tænketanken!…

Join this episode of “Experience Matters” – featuring Holden Bale, Global Head of Experience & Commerce at Merkle and dentsu. Our host and Chief Growth Officer Steffen Souza, and Holden Bale dive into the importance of focusing on customers and how success and growth often come down to a great customer experience rather than product features, even in multi-billion-dollar businesses. “Experience Matters” is a podcast series with some of the most prominent experts in CX and digital transformation in honest conversation. Come for the insights – stay for the inspiration!…