CX User Group
How Grundfos started and embedded their CX Program into the company strategy
20 April from 4.00 - 5.00 pm (Berlin Time) / Berlin Time
Welcome to our Customer Experience User Group! We created this forum to provide you with a platform for peer-to-peer exchange. Hear from our customers about their CX Programs, how they have set up the program, what they measure and which best practices they have established. This is an interactive session with a lot of room for questions. The meeting will be hosted in english or german, depending on the participants.
This time we have a guest speaker from our office in Denmark: Abdul Dezkam, CX Solution Strategy Manager at Qualtrics. Abdul spent many years at Grundfos, where he was leading the international CX program. Grundfos is a B2B manufacturing company, with an annual production of around 16 Mio pump units and + 19.000 employees.
Abdul will show how he did it at Grundfos: From the idea, to procurement, hands-on tech, strategy, communication, change management, program design and methodology, KPI and incentives structures etc.
- How he connected the CX to the overall company strategy
- What were the compelling events for building CX programs (focusing on transactional in-the-moment program)
- How he applied a Customer Centric culture
- Shaping the program design
- Communication tactics and change/stakeholder management
- Embedding CX within Sales teams
After Abdul Dezkams presentation we will dive into the interaction with questions from the group or experiences from other participants.
Register now - we are looking forward to seeing you!
CX Solution Strategist
Abdul joined Qualtrics in 2021 as a CX Solution Strategist, specialized within B2B, dedicated in the Nordic region while he is based in Denmark. Before joining Qualtrics, Abdul was leading CX and later EX within an industry-leading global company with 19.000 employees, namely Grundfos. Here, Abdul has been a Qualtrics customer for more than 5 years, where he set up and led an award winning CX program across 65 countries involving thousands of people with the purpose of transforming a highly product-oriented engineering company to become a truly customer-centric organisation.