©Tieto Corporation2
Customer Experience Management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.
Customer Experience is one, or even the only source of sustainable competitive advantage going forward.
CEM is
© Tieto
Corporation
Business-critical
challengeDisruptive technologies are changing society
at an incredible speed.
Always-online consumers across the world
have unprecedented power and choice,
revolutionising the way they interact with
businesses.
If customers don’t get rewarding
experiences every time they
interact with an organisation,
they’ll look for an alternative.
© Tieto
Corporation
This ‘new normal’ can be seen as a threat.
But the companies that see the great
potential in it will prosper, as these new
technologies also bring groundbreaking
opportunities.
CEM enables you to translate these
opportunities into better,
more sustainable business.
Major opportunity
©Tieto Corporation5
Our customers tell us
Improving customer experience is now the No.1 priority of business executives
78% of companies want to develop CEM to be able to predict their customers’ needs
Source: Tieto research, Customer Experience Management in the Nordics, 2014 Source: Forrester Research, How The Washington Post Closes The
Experience Gaps, 2014, Ted Schadler
© Tieto
Corporation
Our belief
We believe in creating a
more customer-centric
world, where there is
seamless and mutually
rewarding interaction
between our clients and
their customers.
A world where intelligent technology enables our clients to accelerate their success by anticipating and meeting their customers’ needs –sometimes before they are even aware that they exist.
©Tieto Corporation7
We see CEM in terms of business
value, not only technology.
We deliver holistic, vision-to-
execution solutions which transform
your business and the relationships
you have with your customers.
Our promise
We give you the power to step into the hearts and minds of your customers – and transform your business.
Our perspective
©Tieto Corporation8
We work from vision to value for a
seamless digitally empowered customer
experience…
DESIGNCreating the
Experience
• Concept
• Service
• UX design
• Co-creation
BUILDMaking it Happen
• Channels
• Tools
• Engines andprocesses
Vision Value
RUNContinuously
Optimising
• Cloud
• SaaS
• PaaS
Define
business
objectives
Define next
generations
goals
ADVICEShaping the
Vision
• Digital strategies
• New business models
• Transformation management
The Digitally Empowered Customer Experience
©Tieto Corporation9
A digitally empowered customer experience shapes a better future for your customers and your business
Accelerate
revenue
Digitally
Empowered
Customer
ExperienceMaximise
intelligenceOptimise
operations
A successfully implemented CEM
solution pays for itself and sharpens
your competitive edge by accelerating
revenue, maximising business
intelligence usage and optimising
operational efficiency.
Benefits of CEM, source: Tieto 2014
©Tieto Corporation10
Accelerate revenue
How can we help you?
• Increase customer loyalty, share-of-wallet and market share
• Generate new cross- and upsell opportunities
• Develop personalised services and products
• Increase brand equity
• Shape markets to suit your business model
Optimise operations
• Focus resources, scale/outsource in the most cost-efficient way possible
• Reduce costs and time-to-market significantly
• Minimise risk and comply with regulations
• Take real-time decisions and increase agility
• Make continuous improvements
Maximise Business
Intelligence usage
• Identify your most – and least –promising customers
• Segment more effectively
• Consolidate data more efficiently for better oversight
• Measure performance in real-time and act proactively
• Understand trends and customer behaviour better
• Break down silos and establish a more customer-centric mindset