Pether Jonsson MSc CCXP

• Leads the continuous development and operationalization of a Group-wide Customer Experience program, including a Voice of Customer program (NPS). • Defined and operationalized a framework enabling improvements to Customer Experience across the full organization in a structured and systematic manner • Built-up and led a global organization of 35 Customer Experience Leaders. • NPS score for ABB improved with 10 points in 4 years and is now above 50%.

• Leading position in one of the world’s largest implementations of salesforce.com, from initiation via design and implementation to adoption. • Increased efficiency, effectiveness and customer experience of ABB’s Contact Centers by implementing technical (CTI & chat) and process improvements (Omnichannel) in the Contact Center organization, using salesforce.com

• Conceptualized, sold-in, established and managed a global Contact Centers organization consisting of 150 agents across 30 countries. This organization is now receiving more than 1 million customer inquiries / leads on a yearly basis

• Established ABB’s Accounts Payable organization, across 35 countries and 500 Accounts Payable staff. Invoice volumes at circa 5 million per year. • Introduced a global invoice scanning & processing set-up, as well as e-invoicing, improving efficiency from 3 invoices per hour to 10 invoices per hour.