Mey Nenadic dares to do things differently as new CX Senior Manager
IMPACT Commerce’s Stockholm office is scaling up the CX team and Mey Nenadic is taking the lead on both team and clients.
Customer experience is a melting pot of data, design and development. Our new CX Senior Manager in Stockholm – Mey Nenadic – knows how to mix the right ingredients to create strong results.
“We need to dare to be different and do things better. We always need to deliver better than last time,” she says.
Mey has 25 years of international CX experience and knows how to translate project complexity into results. She will lead the Swedish CX team and is excited to help customers utilise their data to create divine experiences.
For Senior Director in CX and Design, Jonas Sylvest, the hiring of Mey Nenadic is a valuable addition to IMPACT Commerce.
I am super excited to work alongside Mey. She is is a gifted addition to our practice, and customers can look forward to working with a super experienced leader who has a skilled business understanding when it comes to graphic design and CX
Dare to do different
Mey saw an appealing portfolio at IMPACT Commerce and highlights the strong position in the retail and fashion industry. At the same time, the CX team is scaling up, and she wanted to be part of that journey and deliver customer experiences that really stand out.
Her working experience comes from different leadership roles within consulting, agencies, and companies such as Telia and Swedbank, and most recently the commerce experience agency Vaimo.
She sees significant growth possibilities for businesses when it comes to design.
“CX doesn’t have boundaries. But businesses must be hungry for data and not build something on gut feeling. We have a responsibility to encourage clients to try new things if they want to deliver stand-out experiences,” Mey Nenadic says.
People – Business – Profit
As a leader, Mey focuses on creating a healthy working environment with colleagues you can trust, even when things don’t go as planned. Her management mindset is to put people first because a strong team will deliver strong results.
She has balanced projects with up to 50 stakeholders and led clients and colleagues towards goals.
“Things can change drastically in CX, and my job is to enable designers to do their work and be ready for changes. My job is to lay the foundation and structure for the designers and other stakeholders,” Mey Nenadic says.
Since joining IMPACT Commerce, she has seen how the hierarchy is flat and noticed that everybody’s opinion is relevant and heard. It creates passion amongst employees and a healthy working culture.
Featured in 'The State of Loyalty'
Mey has already made her mark beyond the CX team. She recently contributed to our loyalty whitepaper, The State of Loyalty: Insights from 400 brands across six markets, where we examined what truly drives connection in today’s experience-led commerce landscape.
In the analysis, we looked at the structure of programmes, the mechanics that power them, the emotional hooks (or lack of them), and how brands are capturing and using data to create meaningful customer experiences.
The result? A clear picture of where the industry is stuck – and where the opportunities lie for brands ready to lead.
If you’re curious about how loyalty is evolving, and what it means for your own customer experience ambitions, this whitepaper is worth a read.
New generation of shoppers
It is crucial to know your business if you want to have a customer experience that is remembered and delivers the results you want. Here, data is the answer.
“Know your competitors and customers. Use data to stand out from the crowd. Interact, listen, and use that insight to build better experiences. My focus is to deliver new approaches that truly separate you from your competitors,” Mey says.
Right now, many businesses are focused on AI. But for Mey, they are all implementing the same things in the same way – not ideal if you want to create a memorable customer experience.
At the same time, she sees a new generation of very young shoppers entering the market and they have a totally different approach to both AI and CX.
“For example, in the skincare industry, the younger generation is becoming a bigger customer group. CX has to respond to that if businesses want to reach their goals. The good thing is that CX can dance with everyone,” Mey Nenadic concludes.
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with Mey?
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