Event in Stockholm

Walk another mile in your customers’ shoes


14 March 2019

Join us in Stockholm and learn how to drive customer experience from the heart of your operations with a structured approach to leveraging the customer experience throughout your organisation.

Is your business struggling to leverage customer insights to drive internal change and transformation? Do the commercial and the operational side have a different view on how to increase customer experience? Are line managers in your organisation engaged in or at all aware of what drives customer experience? If these are questions you think about then this event is for you.

Almost 95% of all companies map customer journeys and gather customer insight, but research shows that as little as 5% of organisations claim to use the insights to drive internal change and efficiency.

Often, commercial initiatives focus entirely on customer touchpoints and neglect the opportunity to increase process efficiency or effectiveness. On the other hand, process development initiatives focus on productivity, efficiency or lead time and often miss out on customer touchpoints.

At Implement, we believe in a holistic approach where process improvements are driven by the customer journey. We believe that this will create awareness throughout the organisation of doing “the right things right” backed by customer data instead of doing “the wrong things right” .

Get insights on a structured customer experience approach

On 14 March, we look forward to welcoming you to a breakfast of presentations, knowledge-sharing and inspiring discussions with other participants. During the morning, you will get insights into a structured approach to leverage the customer experience throughout your organisation and you will be inspired by real-life examples from Valmet.

Keynote insights from Valmet
  • Magdalena Ottosson, Business Development Manager at Valmet, a world-leading paper mill equipment producer, will share part two of their story on how they co-created a world-class customer journey with 500+ employees globally in less than a year and how they are now about to link it to operational improvements.

The event is for everyone who works or has an interest in the development of operations, customer experience, service design, business development, marketing or sales.

Preliminary programme




Programme starts

Why is customer experience a deal breaker today?



Magdalena Ottosson, Business Development Manager at Valmet


Implement’s viewpoint – a structured approach

Presented by Anders Hugnell and Gustaf Smedman, partners at Implement

Interactive session and open discussion


Programme ends


Implement Consulting Group,
Kungsbron 2, 11th floor
111 22 Stockholm

14 March 2019
8:00 AM - 10:30 AM

The event is free of charge.