Maersk Customer Service Transformation: From Cost Center to Experience-Led Growth with Peter Hartz, Maersk

In this episode of Experience Matters, we explore how Maersk transformed its customer service from a traditional cost center into a driver of experience-led growth. Host Steffen Souza is joined by Peter Hartz, Global Head of Ocean Niche Products, to discuss the strategies behind this transformation. Peter shares insights on balancing technology with human interaction, organizational change management, and driving adoption across teams. He highlights how Maersk used data and digital tools like AI and CRM systems to enhance customer journeys and empower employees, turning customer service into a key growth engine and a competitive advantage.