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<br /> Robots are taking over routine tasks. The Internet generation wants to communicate. GDPR is turning<br /> personal data into goodwill. Gain new insights and enhance the relationship with Customer Journey Mapping.<br /> – creating the<br /> brand communities<br /> of tomorrow<br /> communication magazine #1 2018<br /> CUSTOMER<br /> JOURNEY<br /> MAPPING<br /> 02<br /> A focus on the<br /> recipient’s experience<br /> Annemarie Gardshol<br /> CEO, PostNord Stralfors Group<br /> Smarter Communication<br /> Magazine is published by<br /> PostNord Stralfors Group AB<br /> Published by:<br /> Elisabeth Wesselson,<br /> Head of Staff<br /> elisabeth.wesselson@stralfors.se<br /> Text and design:<br /> www<a title="16-1531 #1-2018_EN page 1" href="http://viewer.zmags.com/publication/15044023?page=1"> Robots are taking over routine tasks. The Interne</a> <a title="16-1531 #1-2018_EN page 2" href="http://viewer.zmags.com/publication/15044023?page=2"> 02 A focus on the recipient’s experience </a> <a title="16-1531 #1-2018_EN page 3" href="http://viewer.zmags.com/publication/15044023?page=3"> 03 Which </a> <a title="16-1531 #1-2018_EN page 4" href="http://viewer.zmags.com/publication/15044023?page=4"> 04 HOW </a> <a title="16-1531 #1-2018_EN page 5" href="http://viewer.zmags.com/publication/15044023?page=5"> 05 When the competitors are just a </a> <a title="16-1531 #1-2018_EN page 6" href="http://viewer.zmags.com/publication/15044023?page=6"> 06 “The work method differs betwee</a> <a title="16-1531 #1-2018_EN page 7" href="http://viewer.zmags.com/publication/15044023?page=7"> 07 “CJM was an important step towards understan</a> <a title="16-1531 #1-2018_EN page 8" href="http://viewer.zmags.com/publication/15044023?page=8"> 08 We want to strengthen our marke</a> <a title="16-1531 #1-2018_EN page 9" href="http://viewer.zmags.com/publication/15044023?page=9"> 09 Peter Storåkers, CEO at Sergel Kredittjänster</a> <a title="16-1531 #1-2018_EN page 10" href="http://viewer.zmags.com/publication/15044023?page=10"> 10 TARGET SPECIFICALLY – RATHER THAN BROADLY </a> <a title="16-1531 #1-2018_EN page 11" href="http://viewer.zmags.com/publication/15044023?page=11"> 11 “Y ou shouldn’t become obsessed with whether </a> <a title="16-1531 #1-2018_EN page 12" href="http://viewer.zmags.com/publication/15044023?page=12"> 12 DESIGN </a> <a title="16-1531 #1-2018_EN page 13" href="http://viewer.zmags.com/publication/15044023?page=13"> The invoice is one of the most important communic</a> <a title="16-1531 #1-2018_EN page 14" href="http://viewer.zmags.com/publication/15044023?page=14"> the communication and the customer data are in pl</a> <a title="16-1531 #1-2018_EN page 15" href="http://viewer.zmags.com/publication/15044023?page=15"> FIVE UX TRENDS TO KEEP AN EYE ON → QR QR codes ar</a> <a title="16-1531 #1-2018_EN page 16" href="http://viewer.zmags.com/publication/15044023?page=16"> The job’s not finished until you’ve delivered what</a> <a title="16-1531 #1-2018_EN page 17" href="http://viewer.zmags.com/publication/15044023?page=17"> Ulf Cato is General Manager at Clarion Hotel Amar</a> <a title="16-1531 #1-2018_EN page 18" href="http://viewer.zmags.com/publication/15044023?page=18"> 18 CHOOSE THE RIGHT PATH FOR THE CUSTOMER JOURNE</a> <a title="16-1531 #1-2018_EN page 19" href="http://viewer.zmags.com/publication/15044023?page=19"> 19 How do we perform 1. W</a> <a title="16-1531 #1-2018_EN page 20" href="http://viewer.zmags.com/publication/15044023?page=20"> 20</a> <a title="16-1531 #1-2018_EN page 21" href="http://viewer.zmags.com/publication/15044023?page=21"> 21 AI and chatbots create the customer communic</a> <a title="16-1531 #1-2018_EN page 22" href="http://viewer.zmags.com/publication/15044023?page=22"> Ditte Wolff-Jacobsen runs an agency called iindho</a> <a title="16-1531 #1-2018_EN page 23" href="http://viewer.zmags.com/publication/15044023?page=23"> Italian Giovanni Toschi is one of the founders of</a> <a title="16-1531 #1-2018_EN page 24" href="http://viewer.zmags.com/publication/15044023?page=24"> 24Stefan Fölster is Head of the Reform Institute </a> <a title="16-1531 #1-2018_EN page 25" href="http://viewer.zmags.com/publication/15044023?page=25"> 25 doing something you should not, it c</a> <a title="16-1531 #1-2018_EN page 26" href="http://viewer.zmags.com/publication/15044023?page=26"> 26 SIMPLIFY – to be more competitive Customers</a> <a title="16-1531 #1-2018_EN page 27" href="http://viewer.zmags.com/publication/15044023?page=27"> 27 </a> <a title="16-1531 #1-2018_EN page 28" href="http://viewer.zmags.com/publication/15044023?page=28"> 28 Nicola Millard, Customer Experience Futurolog</a> <a title="16-1531 #1-2018_EN page 29" href="http://viewer.zmags.com/publication/15044023?page=29"> 29 </a> <a title="16-1531 #1-2018_EN page 30" href="http://viewer.zmags.com/publication/15044023?page=30"> 30 HAVE YOU MISUNDERSTO</a> <a title="16-1531 #1-2018_EN page 31" href="http://viewer.zmags.com/publication/15044023?page=31"> 31 Making an analogue se</a> <a title="16-1531 #1-2018_EN page 32" href="http://viewer.zmags.com/publication/15044023?page=32"> 32 The Internet has linked up three bi</a> <a title="16-1531 #1-2018_EN page 33" href="http://viewer.zmags.com/publication/15044023?page=33"> 33 ASHKAN FARDOST Age: 32 Lives </a> <a title="16-1531 #1-2018_EN page 34" href="http://viewer.zmags.com/publication/15044023?page=34"> 34 Good management of PERSONAL can enh</a> <a title="16-1531 #1-2018_EN page 35" href="http://viewer.zmags.com/publication/15044023?page=35"> DATA The new data protection regulation will prov</a> <a title="16-1531 #1-2018_EN page 36" href="http://viewer.zmags.com/publication/15044023?page=36"> 36 Niels Dahl-Nielsen is a legal expert at the</a> <a title="16-1531 #1-2018_EN page 37" href="http://viewer.zmags.com/publication/15044023?page=37"> THE GENERAL DATA PROTECTION REGULATION → The Gene</a> <a title="16-1531 #1-2018_EN page 38" href="http://viewer.zmags.com/publication/15044023?page=38"> 38 BETTER DIALOGUE TO PREVENT RECORD OF NON-PAYM</a> <a title="16-1531 #1-2018_EN page 39" href="http://viewer.zmags.com/publication/15044023?page=39"> 39 OK PERINTÄ → OK Perintä was founded in 1991 b</a> <a title="16-1531 #1-2018_EN page 40" href="http://viewer.zmags.com/publication/15044023?page=40"> How willingness to pay is affected by the custome</a>