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Maersk Customer Service Transformation: From Cost Center to Experience-Led Growth with Peter Hartz, Maersk
Manage episode 448460496 series 3594744
Merkle Northern Europe에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Merkle Northern Europe 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
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.
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