What is Custellence SOC2

For those new to the term, SOC2 (Service Organization Control 2) is a rigorous audit designed to ensure that service providers securely manage data to protect their organization’s interests and clients’ privacy.

It focuses on five trust service principles: security, availability, processing integrity, confidentiality, and privacy. Custellence achieved SOC2 to ensure your data’s safety.

Why This Matters for You

Custellence SOC2 certification is more than just a badge of honor; it’s a promise to our users, customers, and partners. Our services are delivered with the highest security and reliability standards, safeguarding your data against unauthorized access and information breaches. In other words, you can rest assured that we handle your sensitive information with the utmost care and dedication to privacy.

Custellence SOC2 certification was a true team effort

Achieving this certification was no small feat. It required the collective effort of our entire team, demonstrating our shared commitment. A commitment to meet and exceed industry standards for security and data protection. The Custellence team worked hard for the SOC2 certification. We sincerely thank every member for their dedication and hard work.

Continuous work

As we celebrate this milestone, we remain focused on continually enhancing our security measures. Ensuring that our practices align with the evolving data protection landscape and privacy requirements.

This accomplishment represents our unwavering dedication to ensuring the highest levels of security and trust for our clients. We look forward to continuing to serve you with excellence and integrity as we maintain our Custellence SOC2 certification.

If you wish to learn more about our Custellence SOC2 certification, please do not hesitate to contact us. Our team is here to provide the information and support you need.

Find out more about our commitment to Data Security and SOC 2 by visiting our Trust Center

By Sabina Persson

The post Ensuring data security: Custellence SOC2 type II certification appeared first on Custellence - The #1 way to create customer journeys.

Custellence is now strengthening its leadership team with Karin Sjödin, our new CEO. Karin comes most recently from Medpeople, a health tech startup, where she worked as CEO and COO. Previous in her career, Karin has led teams within Sats Elixia and LesMills. She has strong experience in developing teams and companies to accelerate business.

– At Custellence, we are dedicated to creating a world where bad customer experiences are a thing of the past. I am thrilled to have Karin Sjödin as CEO to join us in this mission. I am confident that Karin’s leadership and vision will help us create even more impactful solutions for our customers, says Daniel Ewerman, Chief Strategy Officer and Founder.

As a leader Karin focuses on building engaged, high-performing teams based on the customer’s perspective. She connects it strongly with the business and the company’s value proposition:

Karin Sjödin CEO:

– I strongly believe in letting companies grow through committed employees who understand the value of working from the customer’s perspective. The choice was easy to accept the role as the new CEO at Custellence, says Karin Sjödin. Each employee needs to see the connection between how their daily work brings value to the customer.

– I am also extremely impressed by what this small team has achieved, building the company product-lead from the start. We see that working with CX as a part of the company’s main strategy. Starting work cross-functional will be crucial to success. What is extraordinary about Custellence is that we have a product-market fit and serve customers in 120 countries. This proves the scalability of the product. The tool is already world-class and can be used by all types of businesses. I really look forward to growing this business and continuing to develop the product together with our customers. Helping them become more customer-centric. It’s my job to sell it”.

“I look forward to working with Karin to bring our vision to life and make a meaningful impact in the field of customer centricity”

– Mikael Balkö, Custellence chairman of the Board.

About Custellence

The CX-tech company Custellence was founded in 2015 with the vision of making organizations more empathetic and customer-centric. Custellence is a tool for customer journeys that help organizations work more customer-centric and where critical business decisions are taken with the customer at heart. Custellence supports organizations in succeeding in their work and in creating strong and credible customer cases that are easy for management to support and get through in the organization. Karin Sjödin CEO, leads this commitment.

Visit Karin’s LinkedIn and read more about Custellence here.

By Benny Farnworth 

The post Karin Sjödin CEO of the SaaS company Custellence appeared first on Custellence - The #1 way to create customer journeys.

CISO Sofie Sundåker

The ideal CISO is someone who is an information security enthusiast, which perfectly sums up Sofie Sundåker. She’s the voice of reason to the creativity of our team, making sure everything we do responsibly protects both the business and our customers. Ensuring that Custellence grows securely and ethically. 

Background

While on a sabbatical year in the Netherlands, Sofie Sundåker studied music and focused on enjoying life and music production. As her time off was coming to an end, she began passively looking for work. That’s when she saw an ad for a job on Facebook she couldn’t ignore. “Because it had a dog in the thumbnail”. Fortunately for us, that cute pooch Folke did the heavy lifting, and Custellence reaped the rewards. This marked the start of Sofie Sundåker’s journey with our company.

Sofie always had an interest in cyber security, sparked by the dissonance between her views of its importance. Cyber security is not commonly high up on the agenda as it should be a priority. “Longer term, I want to be part of changing that and raising the status of security”. Beginning as a full-stack developer for Custellence, Sofie took over more security responsibilities as we began to transition to a more security-focused company. 

Constantly improving

Thanks in part to her efforts, Custellence is constantly taking strides to improve security and building a culture with security top of mind in all areas. “I don’t just want it perceived as important; I want people to think it is important. And know that it sells. You get a return on investment. It costs quite a bit of money and it’s harder to see what you get in return. It’s my job to sell it”, said Sofie Sundåker, emphasizing her dedication.

“My overall goal is to spread cyber security like a virus.”

– Sofie Sundåker

Read more about us here and visit Sofie’s LinkedIn to learn more about her.

By Benny Farnworth 

The post Custellence spotlights: Sofie Sundåker appeared first on Custellence - The #1 way to create customer journeys.

As the CTO, Olof Bendt is responsible for everything technical that goes on here at Custellence. A self-described “way too old programmer” from a multi-disciplinary background. Specifically, working at design agencies as the only tech guy. As well as with public initiatives involving combining art and technology in creative ways during the early dot-com era.

Background

He can pinpoint the exact moment he fell in love with computers at the age of 5 while visiting the exhibit “Hej Dator” at the Tekniska Museet in Stockholm. That love only grew, and by age 11, he did what all great programmers do, learned how to cheat in video games. Between his love for exploring code, learning how all the pieces fit together, and his love for electronic music. Programming has always been the bridge between technology and Olof Bendt’s artistic and creative expression. Still, after working professionally with several programming languages, like a true programmer, when asked how many languages he was comfortable in, Olof said, “I don’t know, it’s really difficult to say. I think none is probably the best answer.”

Custellence

Olof is the original member of the Custellence team. While living in Sicily on paternity leave, he was contacted by Custellence founder Daniel Ewerman, who asked to help him build a customer journey mapping tool. Daniel said the world needed it, and he wanted Olof to help him make it. “I remember thinking that this is a golden opportunity in so many ways. That I more or less begged them, on my knees ‘Do not start the project until I’ll be back from parental leave in about 3 or 4 months. Just give it the summer and consider it because I really wanted to be a part of it.’”

Having the chance to work on a project like this from the ground up with no code written. Taking the idea and building something people will actually use, was too great of an opportunity to pass. Olof Bendt has helped Custellence evolve into what it has become today.

“I really want to grow this into something that is known as one of THE tools for Service Designers.”

– Olof Bendt

Read more about us here and check in Olofs’ LinkedIn.

By Benny Farnworth 

The post Custellence Spotlights: Olof Bendt appeared first on Custellence - The #1 way to create customer journeys.

Daniel Ewermans’ background

Empathy for the customer has always been a focus of Custellence’s founder, Daniel Ewerman. With a background in Industrial Design, he realized early on that the product paradigm was shifting to a service paradigm. That services were not simply additions that you put on a product after it’s created to help sell the product. Rather, the service itself is at the core of the offering and what makes up the customer experience. It was this understanding of the customer’s needs and the passion to use these insights to deliver a better consumer experience that motivated Daniel Ewerman in 1998 to start the design strategy consultancy firm Transformator Design.

Daniel recognized that in most organizations, there was a gap between how businesses thought of their customer’s journey and how the customers actually experienced a service/product. Organizations tend to focus on touchpoints thinking that they explain the entirety of their customer’s journey. But a true customer journey is so much more than that. Understanding the real customer journey requires you to step inside the customer’s shoes. Using empathy, describe the situations the customer goes through leading up to, during, and after the touchpoints. And the emotions, thoughts, and attitudes beyond those touchpoints. In 1998, this was pioneering thinking.

“Organizations should focus more on what their customers want them to be really good at and less on what they think they are bad at”

– Daniel Ewerman

The beginning of Custellence

In a previous life, before his venture into service design, Daniel Ewerman was the bassist for a Swedish grunge alternative rock band called Salt. As a musician, Daniel understood the power of timing and structure of a melody. One misplaced or out-of-tune note affects the whole song. The need for harmony between the various parts of a track is similar to the need for harmony in the customer’s journey. One night while working on a song in the digital audio workstation Logic, Daniel had this epiphany. Mastering the customer journey and creating music are fundamentally the same. They are sequences where the timeline is holy.

Around this same time, there were digital tools on the market to help with customer journey mapping. Yet they all had two common flaws. They were all digitalized methods but not a model for customer journey mapping, and they lacked versatility. For Daniel Ewerman, the most common struggle was getting his clients to understand their customer’s situations. They needed a way to better understand the customer journeys. A way to picture them tangibly and flexibly so that they could make them more understandable to create customer empathy internally.

Born at Transformator Design

Custellence began as a tool for Transfomator Design to help their clients work with their customer journeys. Helping them center their offering around a customer-centric perspective. But Custellence quickly grew beyond its beginnings, and by 2017 the two companies officially separated. The vision for Custellence from day one was to be versatile with a global design. The tool was built with the understanding of the two things Customer Experience professionals needed most:  

• An intuitive and easy-to-use digital whiteboard. With no learning curve, that worked with lanes and floating cards to allow CX people to work freely, unconstrained by any grid. Just like making music, people needed a way of putting down what’s in their heads without knowing the final result or structure of their journey map. To be a living document that was flexible enough to capture the bigger picture as well as the tiniest details. One where people across organizational silos could easily understand and contribute without spending valuable time learning the tool.
• Just as importantly, it needed to excel at stakeholder management. Helping share the customer perspective and story while capturing the attention and interest of all stakeholders. Displaying complex information in a clear, easily understandable way. With the adaptability to highlight and hide certain layers of information to communicate easier to stakeholders. Part of leading the customer experience initiative is getting the customer journey on the agenda of management. This is what Custellence was designed to do. In the clearest, simplest, and most engaging way possible.

Custellence today

As of today, Custellence has become synonymous with customer-centric driven change around the world, with users in over 125 countries. Helping bring a more empathetic approach to customer experience in multiple industries from insurance to energy, healthcare to banking, and so much more. At Custellence, we share Daniel Ewerman’s passion for creating better customer experiences. By being the tool to help you easily map out your customer’s journey to drive customer-centric change in your organization. 

Read more about us here and visit Daniel Ewerman’s LinkedIn to read more.

By Benny Farnworth 

The post Daniel Ewerman founding Custellence: Empathy is the key to better customer experience appeared first on Custellence - The #1 way to create customer journeys.

As a leader of a CX team, you know that to make your case, you need to involve people from different parts of the organization. Making it easier to work as a team with different maps is key to your success.

For instance, you want to ensure that the whole team can instantly see when new maps are added to the workspace. For some maps, you want them to be viewable to all members, while in other maps, you want everyone to have the ability to edit them.

From time to time, the opposite is true as well. Some maps should remain private and not be visible to anyone. For example, when working on creating a template or when trying out something new with a customer journey map. In these circumstances, it can be valuable to keep maps hidden from colleagues until a map is ready to be published for everybody to see.

This functionality is a feature that many customers have been telling us is missing and asking for in Custellence. And we are super excited to release our built-in solution for this problem.

The basis of the simplified map sharing functionality is that now every map is categorized by one of the following four states:

• Hidden – The map is only visible in the workspace to invited collaborators but remains hidden from all other workspace members in the map list.
• Listed – All workspace members can see this map in the map list, but not all can open it. The Listed maps are only accessible by Owners and Editors.
• Viewable – All workspace members can now open and view this map. Only Owners and Editors can edit the map.
• Editable – All members of the workspace share full access to open, view, and edit this map.

Default state for new maps

Newly created maps are set to Listed by default. These new maps are visible in the map list for every member of the workspace, but not every member has access to the new maps. Every member in the workspace can see that new maps exist in the map list but can only access them when granted permission.

To do this, individually invite members to be workspace collaborators on the map or use the new simple map sharing to adjust the access for the entire workspace.

How can I use this map sharing?

“I want to make a map listed in the workspace so that all members can see it, open it and look at the map.”

Set the accessibility settings to Viewable. This allows all workspace members the ability to see the map in the map list, open the map and view it. It will not change or influence members’ access to edit the map.

“I want to make a map listed in the workspace and editable for some members.”

Set the accessibility settings to Viewable. Now every member will be able to see it, open it, and view the map. Then in the same Share Map settings area, individually invite the specific members that you need to be able to edit the map by email. Once they accept, set their access level to Editor on the map.

“I want to make a map editable for all members in the workspace.”

Set the accessibility settings to Editable. All workspace members will now have full access abilities to the map. They can see it in the map list, open and view it, as well as edit the map.

“I want to keep some maps private from all other members in the workspace.”

Set the accessibility settings to Hidden, and now the map is completely hidden. No members except workspace collaborators can see the map in the map list.

Do I need to do anything for this to work?

This updated functionality is now released and automatically integrated into your current Custellence experience. To make the different map states more visible, we have also added a set of icons to pair with the different states. They can be found both in the map list and on the specific map.

Learn more about How to simply share maps

By Benny Farnworth 

The post Map sharing made simple appeared first on Custellence - The #1 way to create customer journeys.

– We are really happy and proud that Johan has agreed to take the role of the CEO in Custellence, says Daniel Ewerman, founder and board member of the company.

Johan Crona has a long background as an entrepreneur and investor in the software industry. He is the founder of the investment company Cloud Capital, which is completely focused on SaaS investments and thus has broad and deep experience from other growing SaaS companies.

– I am excited and humbled by being trusted to lead Custellence. It was an easy decision for me because I had been with the company for several years and was impressed by both the vision, the product and the people in the company, says Johan. In my opinion, Custellence is a unique SaaS company based on being product-focused and selling its service internationally online from day one.

– We have just started a fantastic journey where a small tight team today serves customers in 125 countries. Customers who, just like us, are passionate about improving customer experiences. With a well-functioning customer offering, it is now time for the next step for us as a company. With Johan, we strengthen the leadership to develop towards our vision to become the leading tool for the rapidly increasing number of customer experience managers, says Daniel Ewerman, founder and board member of the company.

– The board has worked closely with Johan for several years and he knows the company well both as a board member and investor. Bringing in Johan as the company’s first external CEO marks an important milestone for the company. Johan’s unique experience of developing other fast-growing SaaS companies is an incredible asset for Custellence, says Mikael Balkö, Chairman of the Board and investors in the company.

About Custellence

The CX-tech company Custellence was founded in 2015 with the vision of making organizations more empathetic and customer-centric. With a digital customer journey mapping tool Custellence supports customer experience and customer journey managers in succeeding in their work. By enabling them to create strong customer cases that are easy for management to support and get through in the organization.

About Johan

Johan has a background as an entrepreneur in IT since 1999. For the past ten years he has worked with investments in SaaS, first at Almi Invest and later through Cloud Capital which he founded in 2017. Johan has been an investor, advisor and board member of a variety of SaaS companies such as Kundo, Scrive, Loop54, Storykit, Kodiak Rating and more. In addition, he runs the network “Stockholm SaaS”, the podcast SaaS podden and co-organizes the yearly SaaS Summit together with Breakit.

By Sabina Persson

The post Johan Crona new CEO appeared first on Custellence - The #1 way to create customer journeys.

Customer Journey Map Templates

We have prepared 2 Customer Journey Map (Experience Map, User Map or Service Blueprint) templates, and more will come.

They are great starting points and inspiration for a vast category of services. The structure in them focuses on change, development and implementation in order to make your insights actionable.

• Elderly Need for Care Template – Great starting point for Customer Journey Maps for life changing medical treatment and care services.
• Vacation Travel Template – Great Customer Journey Map starting point for leisure services that are planned in advance such as Hotels, Restaurants, Museums etc.

Read more about them here or choose them in the app.

Descriptions

A feature that many of our power users request is the ability to add descriptions. So now you can do this on the Map Headline, the Lanes and the Sub-lanes Editor. The descriptions are great to add general map clarifications, instructions, memo notes, or i.e. to describe if a certain lane applies to a specific persona.

60 cards in the Free version

Previously, the Free version was limited to 15 cards. We have received feedback that this is too little and therefore, we increased the free limit to 60 cards. Voilá, evaluate and see the amazing result Custellence brings to your organization before subscribing.

Use Custellence to map, analyse, innovate, engage, implement and keep improving! Bring your team and colleagues on board to create the best customer experiences in your industry. Best luck!

By Daniel Ewerman

The post Introducing Customer journey map templates and Descriptions appeared first on Custellence - The #1 way to create customer journeys.

Putting customers needs at the heart of businesses is today an absolute must. With customer centricity increasingly becoming crucial tools to manage it become cornerstones. The most efficient models for visualising customer needs, the Customer Journey Map, User Map, Experience Map, Service Blueprint are today established and widely used far beyond the field of service design, where they once were invented. Custellence is a simple, intuitive, yet versatile and highly collaborative and executive Customer Journey Mapping tool designed for the growing number of customer experience professionals.

“Custellence are now entering a new era of product development and business growth, when separated from their birthplace, Transformator Design, since the 1st of September 2017. We are very happy to have the investing team on board. They form a great contribution with experience, entrepreneurship and we share central values about business growth,” says Daniel Ewerman, CEO at Custellence.

One of the main investors Mikael Balkö says: “I see a huge potential in how Custellence is transforming the way organisations work with customer centricity. We strongly believe that organisations with an ability to offer the most attractive services will be the most successful in the long run. When we got the chance to be a part in the development of a new tool for service design, it was an easy decision. We have great confidence in the two founders, Daniel Ewerman and Olof Bendt, with their proven track record of entrepreneurship and software development.”

For more information contact Daniel Ewerman at daniel.ewerman@custellence.com

By Daniel Ewerman

The post Custellence announces $0.4M funding appeared first on Custellence - The #1 way to create customer journeys.

New Editor

A totally redesigned and more intuitive editor. Easier to work with and visually more distinct when presenting.

Archive

The trash bin is now converted to an archive, easy to find under the archive menu. Good to know is that the archive is a part of the map and not personal.

Undo Archiving

When you archive items you will immediately be able to undo your action if you change your mind.

Improved Map

The map is now even more flexible and supports a wider range of situations.

Icons

More than 100 new icons have been added. Specially designed and chosen to meet your needs as Customer Experience Professionals, e.g. new faces expressing emotions.

New Sub-lanes

Sub-lanes can now be created directly in the map, keeping the possibility to create them in the card.

Mix Sub-lane Content

Mixed Sub-lanes content – optimizing the space and make more compact maps.

If you have the opportunity, do a service safari, or observe customers in real life. Some activities happens without us really noticing them.

Talk to customers both in recent and more past contact with your service. The experience can feel differently depending on time past.

Colours

The lane colours are now separated from the categories. It’s also possible to choose colours on specific cards and bullets in a curve. This is great for highlighting a card and dots in a curve lane.

Improved Collaboration and Integration Support

URL links to cards and lanes

Link to lane and card editors is a new feature. Working with links are super powerful when collaborating and creating a customer experience ecosystem by integrating with e.g. process-, marketing automation- or CRM tools.

Easier sharing

Easier to send invites, share a map and manage authorities.

All in all Custellence has become even more versatile while staying true to its original purpose – Being the best tool for the Customer Experience Professional.

Keep on creating brilliant customer experiences!

By Daniel Ewerman

The post New improvements and updates to Custellence appeared first on Custellence - The #1 way to create customer journeys.