From initiative to structure – How evolvit takes the next step in the customer journey
Last autumn, evolvit took a clear step in its long-term investment in customer experience by appointing a dedicated Customer Experience Manager. Now, a few months later, the work is starting to deliver concrete results. The focus has been on building structure, alignment, and the conditions needed for a more proactive and consistent customer experience across the organization.
Customer experience is crucial for our long-term development. As we grow and become more complex, we need to ensure that customers always encounter the same clarity, engagement, and quality—regardless of business area or point of contact.
says Marcus Wallgren, Head of Sales at evolvit.
Today, evolvit is an organization with nine business areas, different types of deliveries, and many customer touchpoints. This creates both great opportunities and high demands. To ensure a clear and consistent customer experience, a shared perspective and well-functioning ways of working are required across the entire organization.
The first few months have primarily been about understanding the bigger picture. There is great strength within the organization, but also complexity when it comes to creating a cohesive customer experience.
says Josefin Friberg, Customer Experience Manager at evolvit.
We are now building shared ways of working
An early and important insight in the work has been that the commitment to doing what is best for the customer is already strong. At the same time, it has become clear how crucial structure is when the customer experience is shaped by many different teams, processes, and decisions.
Customer experience is not about individual interactions, but about the whole. Therefore, the work has focused on clarifying what customer centricity means in practice for evolvit and how CX efforts should support business, delivery, and long-term relationships. The goal is to create better decision-making foundations, more relevant dialogues, and a more proactive approach toward customers.
This is foundational work, but absolutely critical for ensuring that changes are sustainable.
A foundation for long-term impact
Since the role of Customer Experience Manager is new at evolvit, the first few months have been a build-up phase. The work has included deepening the understanding of customer journeys across different business areas, more clearly linking customer centricity to evolvit’s business strategy, and beginning to collect customer insights in a more structured way from across the organization.
At the same time, evolvit has defined requirements for CX platforms and initiated a pilot project for future measurement of customer satisfaction. The purpose is to ensure that customer feedback is not only collected, but also leads to actual improvements over time.
Customer feedback that drives change
Already, customer dialogue has contributed to concrete improvements. One recurring need that has become clear is the importance of clarity and predictability in deliveries. As a result, evolvit has started to follow up on deliveries more systematically and work toward a more consistent experience, regardless of business area.
The goal is for customers to always know what to expect, when and how—and to feel confident in the collaboration.
The response from customers has been positive. Many feel that the dialogue has become more relevant and that evolvit is taking greater responsibility for the overall collaboration—not just delivering according to agreement, but also following up, listening, and seeking to understand customers’ long-term needs.
Customers want us to stay one step ahead and act before problems arise. To do that, we need measurement, customer data, and insights—not assumptions.
The next step in the customer journey
The next focus area is to establish continuous measurement of customer satisfaction and ensure that customer insights lead to action across the organization. CX efforts are carried out closely together with all teams and business areas and are intended to strengthen existing processes, not replace them.
The ambition is clear: an even more coordinated, proactive, and customer-centric experience.
I hope that customers experience evolvit as even clearer, more proactive, and more coordinated. Less friction, better dialogue, and a feeling that we truly understand their needs.
The investment in customer experience is not a quick project. It is a long-term effort where structure, culture, and better decisions are built step by step. With the foundation in place, evolvit now continues its journey toward a customer experience that makes a real difference—every day.