Experience Matters presents

Maersk Customer Service Transformation: From Cost Center to Experience-Led Growth

Podcast Episode 03 | November, 2024

Experience Matters Podcast
Experience Matters Podcast

In this episode of Experience Matters, we explore how Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth. Host Steffen Souza is joined by Peter Hartz, Global Head of Ocean Niche Products & Transported by Maersk Solutions Lead, to discuss the strategies behind this transformation. Peter shares insights on balancing technology with human interaction, organizational change management, and driving adoption across teams. He highlights how Maersk used data and digital tools like AI and CRM systems to enhance customer journeys and empower employees, turning customer service into a key growth engine and a competitive advantage.

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Meet the speakers

Steffen Souza Ric Hansen headshot

Steffen Souza Ric Hansen

Chief Growth Officer, Merkle Northern Europe & Host Experience Matters Podcast 

Peter Hartz headshot

Peter Hartz

Global Head of Ocean Niche Products and Transported,  Maersk Solutions 

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