(00:00) Data, Creativity, and Leadership

This chapter explores the intersection of creativity, leadership, and technology, featuring insights from Hannah Kohlberg, a leader in strategy and data. We discuss how creativity extends beyond traditional forms like film to include areas such as coding and programming, emphasizing the importance of using data strategically to fuel innovation. Hannah shares how her passion for horseback riding provides a meditative balance and inspiration for her leadership approach, drawing parallels between guiding a horse and leading a team. We also examine the role of AI in enhancing business efficiency, freeing up time for human-centric interactions where creativity and personal touch are irreplaceable. Hannah's journey through diverse industries highlights the synergy between data, technology, and creativity in driving impactful change and innovation.

(05:04) Balancing Creativity, Leadership, and Execution

This chapter explores the intersection of creativity and strategic leadership, emphasizing the importance of balancing innovative ideas with practical execution. We discuss the necessity for leaders to prioritize and guide creative thinkers to ensure progress and impact, without stifling their innovative spirit. The conversation touches on the critical role of honesty and open dialogue in motivating team members, drawing from personal experiences across diverse industries such as entertainment, retail, and telecom. We also examine how early lessons in handling difficult conversations helped shape an effective leadership style. Additionally, the chapter highlights the significance of team diversity, combining high performers and team players to create a balanced and dynamic work environment.

(10:18) Embracing Efficiency and AI in Innovation

This chapter explores the journey of creating an in-house AI tool named Optimus at Telia, highlighting the drive for efficiency and personalization in content production. Hanna, who has a passion for change and innovation, shares insights into balancing individual strengths and team dynamics, emphasizing the importance of maintaining a dialogue to enhance both performance and teamwork. We discuss the challenges and rewards of being a team leader, likening it to being a psychologist who understands team and individual dynamics. Hanna's commitment to optimizing processes, like reducing coding times and utilizing AI for content creation, is rooted in the belief that time is a finite resource and should be used wisely. Optimus was born out of necessity to handle the high demand for personalized content, and while currently operating in Swedish, there are plans to incorporate more languages, ensuring not just translation but also the right tonality. The ultimate goal is to allow more time for creativity by automating routine tasks, which aligns with Hanna's vision of constant movement and improvement.

(21:29) Customer Experience and Innovation in Telecom

This chapter explores the challenges and opportunities in the telecom industry, particularly focusing on how companies like Telia can leverage data to enhance customer experiences. We discuss the importance of seamless integration between digital-first strategies and traditional customer touchpoints, emphasizing the need for a solid data foundation. The role of AI and automation is highlighted as crucial for improving efficiency and service, while maintaining a human touch to ease customer apprehensions about new technologies. I also address the necessity of embedding AI development within the core business operations rather than treating it as a separate entity. Looking to the future, we consider potential shifts in the telecom industry, such as improved customer understanding and engagement, which could redefine the sector over the next five to ten years.

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(00:00) Future Trends in Automotive Marketing

This chapter explores the dynamic intersection of technology and automotive marketing with Morten Fries Olsen, the Chief Marketing Officer at Sembler Group. We discuss the growing trend of ROPO (Research Online, Purchase Offline) and its implications for businesses, especially those dealing with full-time group brands. Morten shares insights into his passion for combining technology with the automotive industry, sparked by his early interest in cars and his professional experiences in Copenhagen. We also touch upon his personal adventures in cross-country skiing, particularly in Italy, highlighting the unique skiing culture and races there. Morten’s journey from promoting Copenhagen as a business hub to leading marketing initiatives for Audi underscores the innovative strategies that are reshaping the automotive landscape.

(05:15) Customer Centric Approach in Automotive Marketing

This chapter explores the transition from promoting Copenhagen to a role in the automotive industry at Semmler, highlighting the cross-industry transfer of skills and insights. We discuss how digital trends, particularly AI, are reshaping consumer expectations in the automotive sector, with a focus on Semmler's strategy to enhance digital customer experiences and build stronger relationships. The conversation touches on the challenge of placing customers at the center of business operations, bridging fragmentation across various touchpoints, and the complexities of centralized customer data. By aiming to provide mobility solutions that add value, we emphasize the importance of overcoming organizational silos to achieve growth and customer satisfaction.

(20:54) Leveraging AI for Enhanced CX

This chapter provides an insightful exploration into how businesses leverage data and technology to enhance customer engagement and marketing effectiveness. We discuss the use of 23 brand mutual questions to gather feedback on customer behavior, which aids in creating valuable insights and providing personalized offers. The conversation highlights the role of Sales Wings as a SaaS platform that tracks digital behavior, saving money by sending relevant messages. We also examine the integration of AI tools, such as Salesforce Marketing Cloud and sentiment analysis, which automate tasks and analyze customer interactions to refine marketing strategies. Moreover, we explore the concept of Next Best Action and Next Best Offer, using data to determine the most effective ways to engage customers and convert interest into action. Overall, the focus is on bridging digital and analog touchpoints, maintaining consistency, and enhancing the customer experience.

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(00:00) Balancing Human Connections With AI Integration

This chapter explores the intersection of AI, technology, and human connection within the context of Scania, a leading commercial vehicle manufacturer. Patrick Hedjung, AI Catalyst at Scania, shares his insights on how democratizing AI can lead to innovative ideas and use cases that have yet to be discovered. We also touch on the challenges of integrating digital transformations into traditional industries, such as transitioning to autonomous and connected vehicles. Patrick recounts a personal anecdote about spontaneously buying a house in Italy, drawing parallels to embracing new opportunities without a set plan. Additionally, we discuss Patrick's bold move of changing his LinkedIn title to reflect a future role in AI adoption before it was official, highlighting the importance of aligning one's personal brand with professional aspirations. Finally, we address how Scania supports its diverse workforce in adapting to AI, acknowledging the varied levels of familiarity and comfort with the technology among employees.

(17:41) AI Integration in Company Culture

This chapter focuses on the integration of AI within organizations, emphasizing the importance of aligning AI initiatives with existing company culture and processes. We explore the significance of human connection amid technological advancements and how AI can enhance rather than replace it. Additionally, we discuss the challenges traditional industries, like truck manufacturing, face in adapting to digital changes, particularly with the introduction of AI, electric, and autonomous technologies. Exciting AI developments, such as potential hyper-personalization, are highlighted, alongside the transformative impact AI could have on leadership by automating administrative tasks, allowing leaders to focus on more strategic, value-adding activities.

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In this insightful episode of the Digital Customer Experience Podcast, hosted by Daniel Paul, we dive into the transformative journey of the telecom industry with Jenny Garnet, EVP of People and Change at Tele2. Jenny shares her expertise and perspectives on the integration of AI and human empathy in redefining customer interactions, focusing on strategic shifts from volume to value to enhance customer loyalty and satisfaction.

Topics Discussed:

Future of AI in Customer Experience (0:00:00 - 0:04:21):

• The evolving landscape of AI in telecom.
• Tele2's strategic transformation focusing on value over volume.
• Balancing professional ambitions with personal well-being.
• Jenny's passion for running and her dream of a tech-free getaway in Fiji.

Strategic Transformation in Telecom Industry (0:04:21 - 0:13:39):

• Convergence of business, HR, and communication.
• The role of digitalization in customer experience.
• Challenges of IT legacy systems and AI integration.
• Importance of data in shaping future telecom success.

Enhancing Customer Experience in Telecom (0:13:39 - 0:28:39):

• Embedding customer experience (CEX) into organizational culture.
• Signature practices and their impact on customer interactions.
• The role of AI in automating tasks and maintaining human empathy.
• Case study: AI chatbots at Teletubbies.

Useful Timestamps:

• 0:00:00 - Introduction to the future of AI in customer experience.
• 0:04:21 - Discussion on strategic transformation and digitalization.
• 0:13:39 - Enhancing customer experience and AI's role in telecom.

Additional Notes:

• Jenny emphasizes the importance of upskilling talent to meet digital demands.
• The necessity of balancing technology with a human touch in customer service.
• Tele2's efforts in creating a customer-centric approach and nurturing long-term relationships.

Connect with Us:

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Join us as we explore the depths of digital customer experience with Lina Hasic, a seasoned expert from the fields of FMCG, retail, and e-commerce. Hosted by Daniel Paul, this episode uncovers the nuances of customer engagement and the transformative role of AI and personalization in today's e-commerce landscape.

• Lina Hasic's career and impact on customer and sales development.
• The role of personal experiences in shaping customer engagement.
• Challenges in e-commerce and the power of AI and data analytics.
• The importance of team diversity and synergy in innovation.
• Future predictions for AI and AR in e-commerce and retail.

• [00:01] - Introduction to Lina Hasic and her professional background.
• [01:29] - Lina's personal journey and her approach to innovation.
• [06:08] - Strategies for aligning team goals with customer expectations.
• [09:32] - Key challenges in e-commerce customer experience.
• [11:24] - Effective measures for overcoming e-commerce challenges.
• [12:49] - Predictions for AI and personalization in e-commerce.
• [17:31] - Discussion on live shopping trends in Sweden.
• [21:58] - Benefits and limitations of video bots and AI in retail.
• [26:15] - Adapting to changes in e-commerce and digital platforms.

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Unlock the transformative power of AI in the realm of customer experience with digital visionary Marco Andre, whose insights promise to elevate your understanding of marketing strategy and the human-AI relationship. Prepare to shift your perspective from a purely knowledge-based approach to one that incites curiosity and innovation as we navigate the intricacies of AI integration in the pharmaceutical industry with Marco's ingenious LEGO analogy. His expert advice on leveraging AI as an augmentation—rather than a replacement—of human talent provides a blueprint for harnessing this technology to our advantage.

Venture with us into the future of pharma marketing, where storytelling prowess meets the precision of AI-driven product development. We peel back the layers of AI's potential to compress drug development timelines and revolutionize go-to-market strategies through rapid content creation. Discover how AI can alleviate healthcare professionals' administrative burdens, thus enriching patient care quality. Moreover, we contemplate the profound impact AI could have on patient outcomes, from promoting treatment adherence to extending a helping hand to those in underserved healthcare areas. Join the movement of pioneering the integration of AI to enhance the customer journey, undeterred by the challenges and keen on the uncharted territories of opportunity AI brings to the table.

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Let's dive into the world of Robin Wong, a true pioneer at the intersection of artificial intelligence and fashion e-commerce. Robin's journey is nothing short of remarkable, from making waves at BT to steering the ship at his own venture, Custom, and making strategic decisions at Tellerique. He's not just a visionary; he's a conduit of change, showing us how AI can mimic fashion influencers, effectively narrowing the gap between trendsetters and accessible fashion for everyone.

Robin has some compelling thoughts on the future of AI assistants. He believes they're set to revolutionize productivity, paving the way for a new breed of entrepreneurs and innovators who work smarter, not harder.

Join me as I explore the essence of leadership in today's tech-savvy world. I'll break down the complex web of the corporate ladder, focusing on growth, precision in prioritization, and the art of pursuing ambitions with IkaGuy—a strategy that fuses passion, skill, and market demand seamlessly.

Our conversation also highlights the intricate relationship between the telecom sector and AI, emphasizing the necessity of clean data and the hurdles old systems can pose. We'll discuss the indispensable need for stringent data security and a team adept in giosg.

We wrap up by pondering the environmental responsibilities of the telecom industry, underscoring the balance between eco-conscious choices and maintaining high standards of quality and customer happiness. As we look towards the future, Robin shares his insights on the shift from traditional customer service methods to digital platforms, powered by AI to create personalized experiences for users everywhere. It's a fascinating peek into meeting the diverse needs of customers in the digital age.

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Imagine the future of driving, where your car isn't just a machine but an extension of your digital lifestyle. This is the reality that Dr. Umar Zakir Abdul Hamid, a trailblazer in future mobility from Sensible 4 to Proton, is crafting. 

As your host, Daniel Paul, I had the pleasure of delving into Umar's world where software meets automotive genius, transforming how we interact with our vehicles. Umar, whose accolades include scaling a Finnish startup to international recognition, brings to the table a fusion of indie rock vibes and an encyclopedic knowledge of next-gen vehicle tech. 

Get ready to understand how the shift from mechanical to software-centric vehicles is crafting new digital experiences, opening doors to innovative monetization, and redefining user engagement.

But it's not just about the shiny new gadgets and interfaces. As we navigate through the conversation, we uncover the challenges that accompany this digital revolution—think data privacy, the nuances of GDPR, and the call for transparency. Initiatives like Volkswagen's Cariad are pushing the envelope, and with young visionaries like Mercedes-Benz's Magnus Östberg steering the tech helm, the industry's future is as exciting as it is unpredictable. Umar's perspective is a goldmine for anyone looking to thrive in this evolving landscape, highlighting the crucial balance between innovation and safety. So buckle up and tune in for a masterclass on the fluidity of automotive careers, the skills to keep you at the forefront, and the mindset to adapt to an industry in constant evolution.


(00:44 - 01:22) Award-Winning Engineer's Diverse Career Path

(05:25 - 06:23) Global Perspective on Digital Customer Experience

(19:45 - 21:50) The Future of Software Productization

(26:39 - 28:22) Importance of Leadership in Company Transformation

(30:50 - 32:24) Magic Wand Solution for Automotive Communication

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Remember for more interesting conversations on digital, your feedback helps us deliver the content you transform, customer service, and want to hear. Stay tuned leadership. Until next time! 
 

(00:00) Digital Customer Experience With Jessica Spahn

This chapter welcomes Jessica Spahn, Managing Director of Volvo Cars in Sweden, where I explore her unique journey from aspiring to work in law to leading a major automotive brand. We touch upon Jessica's personal interests, including her love for skiing, golf, fashion, and the balance between travel and home life. The Swedish tradition of 'Fika' is introduced, highlighting its significance in social culture. Jessica shares insights about Gothenburg, Volvo's birthplace, and how its people contribute to the city's charm. Furthermore, I discuss with Jessica the importance of surrounding oneself with a knowledgeable team to stay abreast of digital trends and how her daughter keeps her updated with the latest happenings in the world of social media. Lastly, Jessica emphasizes the value of a human-centric work culture for maintaining a healthy work-life balance.

(14:20) Digital Transformation in Customer Relations

This chapter unpacks the transformation of customer relationships in the digital age and its impact on a traditional car company like Volvo Cars Sweden. We explore the shift towards real-time interaction with customers and retailers, highlighting the importance of instant feedback in identifying and addressing breaks in the customer journey. Emphasizing the significance of dealership relationships, we discuss the integration of direct sales into traditional business models and how this evolution benefits the customer experience. The conversation also touches on the necessity of effective change management, transparency, and the balance between direct sales and the essential services provided by retail partners. Finally, we share personal insights on how embracing digital sales and the move towards electric vehicles has been a catalyst for innovation within the company.

(22:14) Transformation and Future of Volvo Cars

This chapter examines the challenges and opportunities presented by change management in the automotive industry, particularly during a time of significant transformation. I discuss the necessity of reevaluating every aspect of the customer journey and the importance of transparency within large organizations during these changes. The conversation highlights Volvo Cars' successful introduction of the EX30 model, which targets a new market while maintaining the brand's premium identity. Additionally, I touch on the broader vision of Volvo being part of a customer's life at various stages, and the commitment to sustainability, with goals for electrification by 2030 and climate neutrality by 2040. Finally, the chapter wraps up with my hypothetical solution to making cars sustainable and part of the solution to climate issues, emphasizing the industry's role in the climate problem and the need for swift action towards sustainability.

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Embark on an enthralling exploration of the digital frontier with Rikke Aagaard Petersen, Volvo Car Denmark's marketing maven. Our conversation takes us behind the scenes of a brand that's steering the future of automotive engagement. Rikke Aagaard Petersen, with her multicultural panache and linguistic prowess, weaves a compelling narrative that goes beyond just cars—it's about the people, the stories, and the experiences that drive them. From her personal anecdotes that could rival any seasoned raconteur to the evolution of car sales in the digital age, this episode promises to leave you with a newfound appreciation for the art of storytelling.

As we navigate the intricate pathways of Volvo's digital transformation, the discussion illuminates how the tactile charm of showrooms is merging with the convenience of online sales. It's a dance between the traditional and the modern, with retailers reinventing their roles to keep pace with consumer expectations. And just when you think the plot couldn't get any richer, enter the realm of electric vehicles—where Danish tax policies, sustainability, and the sleek allure of the EX30 play starring roles. Rikke Aagaard Petersen's insights are not just about cars—they're a testament to the shifting cultural and market landscapes that challenge and inspire the Volvo ethos.

The grand finale of our journey with Rikke Aagaard Petersen showcases Volvo's century-long commitment to quality through the prism of digital customer interactions. Every click, swipe, and chat is an opportunity to uphold the trust that has been the cornerstone of the brand. We discuss crafting a customer journey that matches the electrifying innovation of their vehicles, ensuring that every digital touchpoint is as genuine and dependable as the Volvo name itself. So buckle up and prepare for an auditory ride that's as much about the heart and soul of the car industry as it is about its gleaming machines.

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