What works in Customer Experience.
Shared by the people who have done it.
Experience Management Nordic Summit
9 leaders from Maersk, Zurich Insurance, Pfizer, Grundfos, Tryg, DCC and more
share concrete methods, real cases and measurable results.
Summit 2026 has wrapped. Thank you to everyone who was in the room.
7 May 2026 | Danish Architecture Center | 100 CX leaders. One extraordinary day.
Join the 2027 waitlist
Four themes. One full day. Every session built for action.
OPENING KEYNOTE
Empathy That Performs: How Zurich Insurance Turned their customer experience into Multi-Million Business Growth
Conny Kalcher, Chief Customer Officer, Zurich Insurance Group
CLOSING KEYNOTE
The Silent Revenue Leak
-The Market Share You're Losing to Invisible Barriers
Stine Marsal, Founder, Experience Management Community & InklusioNordic
THEME 1
Journey Management That Pays Off
From Maps to Managed Journeys: How to Close Gaps Between Silos for Better Business Results
Grace de Athayde, Pfizer &
Cecilie Kobbelgaard, Grundfos
THEME 2
Practical AI for Better Customer Experience
Analyse, personalise, automate for more revenue, less rework, freeing resources to excel.
Bjartmar Strom Jensen, Tryg &
Tina Dupont, Velliv & Aimia.io
THEME 3
Service Culture as a Growth Driver
What it takes to build frontline excellence and the measurable results it delivers.
Marc Degrelle, Maersk &
Johnnie Müller, CPH Security Excellence
THEME 4
From Cost Centre to Growth Engine
Prove impact with clear before/after results lower churn, higher conversion, lower cost.
Monica Christiansen, DCC &
Søren Borg, Ahlsell
What attendees say
-
![]()
"The format with three experts exploring the same topic — followed by the chance for deeper dialogue worked incredibly well. I’ve never learned so much at a conference. I’m a huge fan of the sofa sessions, where we could ask questions and deepen the shared perspectives"
Ditte Bank Thorsager, Director of Passenger Experiences, Billund Airport
-
![]()
"People on stage shared openly about both successes and challenges — something I’ve never experienced before. I took so much home with me. It’s often hard to relate to the glossy presentations you see at other conferences, where the goal is usually to sell something. That wasn’t the case here."
Simon Bach Peters, Customer Journey Expert, Nordea
-
![]()
"I genuinely learned a lot, both from the stage and through the conversations at the table. What made the day so valuable was the focus on professional learning rather than the usual distracting sales pitches from system and service providers."
Nina Hestehave Degn, Head of Customer Experience Management, The Danish Royal Theater
-
![]()
"I’ve attended several major CX conferences, both in Denmark and internationally. None of them come close to this one. The level of expertise on stage was outstanding, the focus on learning was clear, and the absence of sales pressure was truly refreshing."
Kristian Kindtler, Senior Program Manager, Norlys
-
![]()
"I took more learning home from this conference than from any Customer Experience event I’ve ever attended. You could feel that the program was created by people who truly understand the field."
Stine Hjelme, Customer Experience Manager, Alka Insurance
Is this for you?
This Summit is for CX leaders, service designers, heads of customer experience and their C-level executives.
Anyone responsible for turning customer experiences into business results. Whether you lead a team of two or a function of two hundred, you will leave with tools you can use the next day.
Summit 2027 details will be announced later this year.
Join the 2027 waitlist
FAQ
Q: When will Summit 2027 happen?
May or June 2027. Date and venue to be confirmed.
Q: Can I access the 2026 recordings?
Recordings are available to 2026 ticket holders through the Online Summit HUB until December 2026.
Q: How do I stay updated?
Join the waitlist and follow Experience Management Community on LinkedIn.
Q: What language is the Summit in?
English. All sessions and materials are in English.
Q: What is included in the ticket?
Full-day access to every keynote, case and interactive session.
Networking sessions, lunch, coffee.
Access to the Online Summit HUB Learning Space with pre-summit content and post-event recordings of all keynotes so if you missed something.