The Bank of the Future

Call Center IQ: Lene could you introduce yourself and give us a little detail about what your role at Danske Bank involves?

Lene Weje: I am a member of regional management, and I head Projects and Communications as well as Outbound activities in Danske Direkte. Danske Direkte handles between 30,000 and 40,000 customer contacts every day – inbound and outbound. I have been with Danske Bank for the last 7 years.

Before that I spend several years working with customer experience and Contact Centres both as an external consultant as well as a general manager for instance in Telecommunications.

I obtained my Master in Business Administration and Marketing from Aarhus Business School/University.

CCIQ: What do you think are the most important things in a customer’s online experience?