Cecilie Elisabeth Kobbelgaard
Global Customer Journey Manager at Grundfos A/S
Most organisations can map a customer journey. Far fewer can turn that insight into coordinated action across a complex global business. Cecilie Elisabeth Kalhøj Kobbelgaard is helping change that at Grundfos, the world's largest pump manufacturer, where she drives Customer Journey Management globally across a B2B organisation of more than 21,000 employees.
Her work focuses on making journey insights operational: connecting customer understanding with ownership, prioritisation and execution across functions, markets and touchpoints. With a background in service design from Aalborg University and deep experience in enterprise CX, Cecilie brings both strategic perspective and practical tools to the table.
She began her CX career by developing Add Value in 2016, a board game that helped more than 150 SMEs map customer journeys and translate insights into action. Before joining Grundfos, she was UX and CX Lead at Valtech, advising brands including Goodyear, Franke, Bayer, Novo Nordisk and VELUX.
Today, she combines consultancy sharpness with the realities of global transformation, helping embed customer journey operations as an ongoing management discipline rather than a one-off mapping exercise. At this conference, Cecilie shares how to move from customer insight to coordinated business action.