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For Customer Experience Professionals

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

February 15, 2012

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Authors

  • 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).

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