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

January 23, 2012

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  • Presented by Paul Hagen


As part of an ongoing series of interviews with customer experience leaders and chief customer officers (CCOs), Forrester's principal analyst for customer experience hosts Jesper Engelbrecht Thomsen, vice president of customer service at Maersk Line, one of the world's largest shipping companies.

Customer experience leaders will find several aspects of Maersk's customer experience journey particularly interesting, including:

  • Business-to-business (B2B) perspective. Jesper talks about applying customer experience strategies within a B2B setting.
  • A CIO who became CCO. While many firms see customer experience as a marketing or a customer service function, Jesper's role highlights the changing nature of both.


  • Evolution Of Jesper's Position In The Company
  • Key Strategic Initiatives
  • Governance And Culture
  • Audience Q&A

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