Skip to main content

Save or Share this Report

For Customer Experience Professionals

Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

February 15, 2012

Primary author headshot


  • By Paul Hagen
  • with Elizabeth Boehm,
  • Belle Bocal

Why Read This Report

In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and struggling to protect margins, Maersk Line recognized that customer experience was playing an increasingly important role in creating customer loyalty and stopping commoditization. Forrester interviewed Jesper as part of an ongoing series to understand the role of this type of executive orchestrating enterprisewide customer experience, a position that Forrester refers to as a "chief customer officer" (CCO).

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).