Digitally Empowered Customer Experience

© Tieto

Corporation

Digitally Empowered

Customer Experience

©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.

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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


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

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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.


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


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


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


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

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Corporation

tieto.com/cem

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Corporation

Leadership & Management

Digitally Empowered Customer Experience