In this webinar, you will learn what it truly means to be a customer-centric company and hear SEB’s story of implementing customer-centricity, from internal communication and teamwork to daily operations.
Date: April 2
Time: 8 am GMT (UTC +0) / 9 am CET (UTC +1) / 10 am EET (UTC +2)
Running time: 45 min
Can’t attend live? Register anyway, and we’ll send you a recording.
Customer-centricity has been a big theme in our recent webinars—and for good reason. Shifting to a customer-first approach is challenging, but crucial for staying competitive.
In this session, CX consultant and lecturer Katri Rohesalu will kick things off with a short presentation on what customer-centricity really means. Then, we’ll dive into a real-life case: SEB’s transformation journey.
Last year, SEB—one of the largest banks in the Nordics and Baltics—launched a major customer-centricity initiative. Anniki Toming, Head of Service Quality and Customer Insight at SEB Estonia, will share what worked, what didn’t, and what CX leaders can learn from the experience.
Bring your questions—or just listen in. You’re warmly welcome either way!
In this webinar, you will learn:
- What differentiates a product-centric company from a customer-centric company
- What are the main obstacles to becoming a customer-centric company
- SEB’s story of implementing customer-centricity, from internal communication to teamwork to daily operations
- What are the key takeaways from this stage of SEB’s customer experience journey
About the speakers:
KATRI ROHESALU
Founder & Consultant at Kliendikesksuse Arendus, Lecturer at Tallinn University of Technology
Katri has 28 years of experience in developing customer-centricity, customer experience, and service management. Katri believes that the vitality of every company and individual depends on the strength of their relationships with others. Therefore, she helps companies strengthen their relationships with both employees and customers by fostering a customer-centric culture through consulting and training projects. Additionally, since 2025, Katri has been teaching the course ‘Customer Experience Management’ to master’s program students at Tallinn University of Technology.
ANNIKI TOMING
Head of Service Quality and Customer Insight at SEB Estonia
Anniki has over 20 years of experience in customer service, having worked both in direct customer interactions and in leading various customer service teams and channels. Currently, she is responsible for service quality and the systematic collection and analysis of customer feedback at SEB Bank. This ensures that the voice of the customer is consistently heard and integrated into the bank’s daily operations and strategic decision-making. Anniki believes that the best customer experience is achieved through a genuine commitment to both employee and customer satisfaction.
This webinar is brought to you by CXforum, Carepage, Feedbackly, Kliendikesksuse Arendus and SEB.
Save your free seat here:
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