AI Magazine Issue 3 2017

66 Acquisition International - March 2017 Best Customer Relationship Benchmarking Service winner of the 2016 Global Excellence Awards went to Bright Relation AB. We caught up with the firm’s CEO Magnus Palm to learn more about the firm’s offerings and his thoughts in winning this prestigious award. irst of all, can introduce the work of your firm? It’s one thing to measure and identify areas of improvement, but another matter entirely to change working practices and behaviour. This is where Bright comes in. Fundamentally, we make a difference by supporting introduction of established working practices. Our experience helps you strike the right balance of measures depending on the product, industry sector or channel, while our range of solutions help you towards achieving your goals by gathering information on customers, employees and key ratios. How long has the firm been going for and where are you based? Bright Relation is based in Stockholm, Sweden and was founded in 2000. How does it feel to have won your award for the 2016 Global Excellence Awards in your jurisdiction? Of course, the whole team are proud and it gives us energy to even improve for the future. What does this award mean for you and your firm? It’s a recognition of our work. What sets your business apart from others who offer the same services? Our way to link customer experience, employee Company: Bright Relation AB Name: Magnus Palm CEO Email: magnus.palm@ bright.se Web: www.brightrelation.com Address: Brunnsgränd 4, 111 30 STOCKHOLM, Sweden Phone: +46 8 646 14 50 A Very Bright Future F engagement and critical key ratios are still unique on the market. Can you point to any examples as to how the business is succeeding, perhaps in terms of innovating, growing and improving (or any other relevant examples)? Our average growth per year is 20% over the last five years. How would you define your client base? Our client base is structured in 14 sectors from banking and insurance to public sector. What do your clients say about the services you offer? Here are three examples: “my agents say Bright Navigator is their lifeblood”, “Bright had the tools and the benchmarks” and” a brilliant way of measuring performance.” What are your firm’s hopes and plans for 2017 and beyond? Our vision: We develop customers into fans! What we aim for is to go beyond the concept of striving for ambassadors. What challenges and opportunities lie ahead for your own firm, as well as the wider industry that you are a part of? We need to collect and analyse data from several sources. We also have to be even more actionable in our recommendations. A Very Bright Future 1702AI91