In this episode of the CX pod, hosts Merete and Joanna welcome Lavrans Løvlie from former Livework Norway, now PwC to discuss the evolution of service design and its impact on customer experience. Lavrans shares his journey from industrial design to service design, the founding of Livework, and the transition to PwC. The conversation delves into the definition of customer experience, the importance of understanding customer journeys, and the complexities of ownership and responsibility in customer experience management. They also delve into the nuances of customer experience and management, exploring the evolution of customer-centric practices and the impact of technology on customer interactions, even touching upon the importance of voice of the customer programs and the role of employee experience in shaping company culture. The conversation culminates in practical advice on securing funding for customer-centric initiatives, emphasizing the need for a balanced approach that considers business, customer, and employee perspectives.
To follow Lavrans on Linkedin his profile is found here: https://www.linkedin.com/in/lavrans-lovlie/
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