Lotta Forså
About Lotta Forså
Lotta Forså serves as the Customer Marketing and CX Lead EMEA at Sinch, where she has worked since 2024. With a diverse background in customer experience and marketing roles across various companies, she emphasizes the importance of omnichannel engagement and personalized customer interactions.
Work at Sinch
Lotta Forså has been serving as the Customer Marketing and CX Lead EMEA at Sinch since 2024. Her role focuses on enhancing customer experience and marketing strategies across the EMEA region. Prior to this position, she worked as a Client Success Manager EMEA at Sinch from 2019 to 2021. Her experience at Sinch reflects her commitment to customer engagement and retention.
Previous Experience in Customer Engagement
Before joining Sinch, Forså held several significant roles in customer engagement and marketing. She worked at BMW Financial Services as CRM, CX & Retention Manager from 2015 to 2017, and as Nordic Customer Engagement Manager from 2017 to 2019. Additionally, she was a Loyalty Program Manager at Dagens Nyheter from 2013 to 2015, where she developed strategies to enhance customer loyalty.
Educational Background
Lotta Forså pursued studies in International Marketing at Pace University and Institutet för internationell utbildning, Folkuniversitet in Sweden in 1998. She also studied Marketing at Folkuniversitet in 1997 and Linguistics and Economics at Gångsätra skola, Lidingö, Sweden from 1990 to 1994. Her educational background supports her expertise in customer experience and marketing.
Advocacy for Customer Experience
Forså is an advocate for adopting an omnichannel approach to customer engagement. She emphasizes the importance of interacting with customers on their preferred channels. Her focus is on creating meaningful 1:1 customer experiences at scale, transitioning from one-way communication to interactive conversations, which enhances customer satisfaction.
Career Progression
Lotta Forså's career spans various roles in customer experience and marketing. She began her career at NCR Corporation as a Receptionist and Marketing Assistant in the late 1990s. Over the years, she progressed through roles at Com Hem AB, where she served as CX and Retention Manager, and CRM Superuser, among others. This diverse experience has shaped her approach to customer care.