{"id":3851,"date":"2022-08-05T13:58:07","date_gmt":"2022-08-05T13:58:07","guid":{"rendered":"https:\/\/zenloop1.wpengine.com\/en\/?p=3851"},"modified":"2022-12-01T13:39:15","modified_gmt":"2022-12-01T13:39:15","slug":"keynote-postnord-cx1-retail-2022","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/keynote-postnord-cx1-retail-2022\/","title":{"rendered":"Managing CX Through Customer Expectations"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>Managing CX Through Customer Expectations<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4>From the view of logistics providers<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">Kati Packalen from PostNord is walking through the necessary steps in order to gain back trust of a customer.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"buttons\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#form\" class=\"button\">Watch Now<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"942\" height=\"482\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/220516-event-detail-page-header-cx1-postnord.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/220516-event-detail-page-header-cx1-postnord.png 942w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/220516-event-detail-page-header-cx1-postnord-300x154.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/220516-event-detail-page-header-cx1-postnord-768x393.png 768w\" sizes=\"auto, (max-width: 942px) 100vw, 942px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Key Facts<\/h2>\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-users-class icon\"><\/i>\n\t\t\t\t<h5>Event<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">CX1 Retail 2022<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-calendar-alt icon\"><\/i>\n\t\t\t\t<h5>Date<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">May 4, 2022<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-presentation icon\"><\/i>\n\t\t\t\t<h5>Topic<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">Customer Experience<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"form\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Watch the Recording Now<\/h2>\n<h4>Managing Customer Experience at PostNord<\/h4>\n<p><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;For one negative experience, customer needs 12 positive experiences to gain back the trust of a product (brand) or service. Customer expectations often dictate on what kind of emotional connection consumer will end up with. How do you manage customer expectations when the customer journey involves a complicated process full of dependencies before your product arrives in the hand of your customer \u2013 possibly to other side of the world.&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:769,&quot;3&quot;:{&quot;1&quot;:0},&quot;11&quot;:4,&quot;12&quot;:0}\">For one negative experience, customer needs 12 positive experiences to gain back the trust of a product (brand) or service. Customer expectations often dictate on what kind of emotional connection consumer will end up with. How do you manage customer expectations when the customer journey involves a complicated process full of dependencies before your product arrives in the hand of your customer \u2013 possibly to other side of the world.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col checklist\">\n\t\t\t\t\t<h2>What to Expect<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<ul>\n<li>Which challenge retailers have to face when expanding their business worldwide<\/li>\n<li>How systems and tools can help after the customer experienced an unsatisfying situation<\/li>\n<li>How to create positive emotional connections with customers<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3804\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-lp-expectation-image-300x216.jpg\" alt=\"woman smiling at customer\" width=\"470\" height=\"338\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-lp-expectation-image-300x216.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-lp-expectation-image-768x552.jpg 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-lp-expectation-image.jpg 940w\" sizes=\"auto, (max-width: 470px) 100vw, 470px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n<section         class=\"block-speakers  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\t\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"section-title\">The Speaker<\/h2>          \t<div class=\"speakers slider-disabled \">\n\t\t\t\t\t\t\t\t\t<div class=\"speaker table\">\n\t\t\t\t\t\t<div class=\"left-side\" style=\"background-image:url('https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-retail-speaker-image-postnord-kati-packalen.jpg')\"><\/div>\n\t\t\t\t\t\t<div class=\"right-side\">\n\t\t\t\t\t\t\t<h4>Nicolas Buchalik<\/h4>\n\t\t\t\t\t\t\t<div class=\"position\">Head of Brand Experience<\/div>\n\t\t\t\t\t\t\t<p>For the past nine years, Kati has had the opportunity to get a close view of the entire sales lifecycle starting from telesales to heading entire sales department and customer service. This path has enabled Kati to develop a wide understanding of different types of customers and with that, an ability to drive a continuous development within the rapidly evolving logistics business, from customer point of view.<\/p>\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"128\" height=\"72\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/08\/cx1-recording-page-logo-postnord.svg\" class=\"attachment-full size-full\" alt=\"logo postnord\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>From the view of logistics providers<\/p>\n","protected":false},"author":12,"featured_media":3869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","inline_featured_image":false,"footnotes":""},"categories":[20],"tags":[10],"class_list":["post-3851","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","tag-keynotes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Making digital customer centricity measurable<\/title>\n<meta name=\"description\" content=\"Kati Packalen from PostNord is walking through the necessary steps in order to gain back trust of a customer.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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