Stockholmsmässan takes the next step in the digital customer experience

Data-driven customer journeys, smarter services and personalised experiences will create greater value for organisers, exhibitors, partners and visitors.

As physical and digital experiences become increasingly integrated, Stockholmsmässan is developing data-driven customer journeys, digital services and new ways to enhance the meeting experience. The focus is on strengthening the customer experience before, during and after events, while creating new business opportunities through data, audience insights and digital services for both organisers and visitors.

The work is led by Rickard Berthold, newly appointed Head of Digital Transformation & IT at Stockholmsmässan. He brings extensive experience in digital transformation within large customer-focused organisations and has previously held senior positions at companies including Microsoft and McDonald’s, where technology, data and customer experience have been central to the business.

His experience will now contribute to the development of future meeting experiences at Stockholmsmässan.

Focus on the entire customer journey before, during and after events

Through smarter use of data and new digital services, Stockholmsmässan aims to create increased customer value, strengthen sales and develop new commercial opportunities for organisers and partners.

“Digital services should not be seen as an add-on to the meeting experience, but as a natural part of it. When data, service and customer journeys work together, it becomes easier for organisers to understand their audiences, create greater value and at the same time offer visitors a more relevant and personalised experience,” says Rickard Berthold.

The initiative is part of Stockholmsmässan’s long-term strategy to strengthen its offering to the meetings industry and develop the next generation of business-driven event formats.

“The meetings industry is evolving rapidly, and expectations for integrated and data-driven experiences continue to grow. To remain the Nordic region’s leading meeting place, we need to develop both the customer experience and the business surrounding our events. Digital development is therefore an important part of our future offering,” says Mats Viker, CEO of Stockholmsmässan.