The State of Customer Experience Management in Finland study, conducted by CXPA Finland and Shirute Ltd, evaluates companies’ customer experience management in such areas as organization and leadership, culture, processes, tools and extent of operations.
“We set the vision for Tieto’s customer experience in 2014 and have been following our development roadmap towards it ever since. In 2016 - 2017 we have been investing especially in such areas as Voice of the Customer (VoC) and customer-centric culture,” says Marja Leena Pinomaa, Tieto's acting Head of Customer Experience and Insights.
“Customer experience (CX) is one of the key focus areas among Nordic companies. To unlock the business value, companies are seeking a holistic approach to customer experience – not only from the point of view of technology but making use of an agile way of working and the ability to gather and utilize data. In Tieto's Customer Experience Management (CEM) business unit we want to enable our clients to develop CX in a customer-centric and agile way to benefit from digital disruption," says Jaakko Hartikainen, Head of the Customer Experience Management business unit in Tieto.
The study has been conducted annually since 2011 in Finland, and it is based on a global study that has been conducted by Temkin Group since 2000. Tieto participated in the study now for the second time.
Read more about the Finnish study (only in Finnish).
In 2017, Tieto is also partnering with CXPA Finland to accelerate its role as an active member of Finnish CX developer community. Read more
Tieto will be visible in CXPA Finland events and other activities throughout the year. As one of the key actions, Tieto will be hosting the annual CX Day on October 10th in its award-winning intelligent head office.