When all forces come together - how to create customer experiences that make a difference
Brands & Experts
Monday 11:20 AM - 11:50 AM
Language: Swedish
‘This talk is about how we can create stronger customer relationships and better business by working omnichannel, cross-functionally and with a clear strategy.’
- think omnichannel from the start - the customer experience is a whole, not separate efforts.
- Work cross-functionally and data-driven - The best results are created when business, technology and customer insight work together towards common goals.
- Put the customer at the centre - CRM is not just systems and campaigns, it's a business strategy for building sustainable relationships and profitability.
About Svenska Spel Sport & Casino
Svenska Spel Sport & Casino is part of the Svenska Spel Group - Sweden's leading gaming company with a strong focus on responsible gaming and sustainable development. We offer sports betting, pool games and online casino to the Swedish market and aim to deliver excitement and entertainment in a responsible and safe way. With brands such as Oddset, Stryktipset and Svenska Spel Casino, we combine strong traditions with innovation and digital development. We operate in a regulated market and place great emphasis on responsible gaming, customer satisfaction and long-term sustainability - both in our products and in how we work. Our vision is to be Sweden's best gaming company - where the experience is always safe, fun and world-class.
Speaker
Johanna Frank
Head of CRM, Svenska Spel Sport & Casino AB Sverige
Johanna is Head of CRM at Svenska Spel Sport & Casino, where she leads a strong team of specialists such as CRM Specialist, Automation Specialists, CX Specialist, CRO and Site Manager, as well as the responsibility as PO for Martech. She is responsible for developing and driving the company's CRM and sales strategy in line with overall business goals. With a focus on omnichannel strategies, agile ways of working and close collaboration between business, technology and UX, Johanna and her team create customer journeys and campaigns that drive measurable business results and enhance the customer experience.
