Cecilie Kalhøj Kobbelgaard
Global Customer Journey Management Lead, Grundfos
Most organisations can map a customer journey. Far fewer can turn that insight into coordinated action across a complex global business.
Cecilie changed that equation.
Tasked with driving Customer Journey Management globally at Grundfos, she works across a B2B organisation with more than 20,000 employees, connecting customer insight, ownership and execution across functions, markets and touchpoints. Her focus: making journey work operational, not just visible.
She brings a rare combination of service design training and enterprise CX experience. Cecilie holds a degree in service design from Aalborg University and began her CX career by developing Add Value in 2016, a board game that helped more than 150 SMEs map customer journeys and turn insight into action. Before joining Grundfos, she was UX and CX Lead at Valtech, advising Goodyear, TrygFonden, Bayer, Novo Nordisk and VELUX.
Today she brings that consultancy sharpness into a global enterprise setting.
From Journey Mapping to Journey Orchestration in Global B2B
What Cecilie Will Share
An honest account of what it takes to move from journey mapping to journey management inside a large, complex B2B organisation. She will walk through how Grundfos works strategically with digital CX and journey orchestration, what has created traction, where it gets difficult, and what it takes to align teams, markets and touchpoints around a shared direction.
By the end of this session, you will know how to:
Move from customer journey mapping to customer journey management in a global B2B organisation
Use digital CX and journey orchestration to create stronger alignment across functions, markets and touchpoints
Identify where journey work typically stalls, and what it takes to make it more operational, scalable and useful in practice
There are only 100 seats at the Summit.
Get your ticket now
