Customer Experience is one, or even the only source of sustainable competitive advantage going forward. We at Tieto We believe in creating a more customer-centric world, where there is seamless and mutually rewarding interaction between our clients and their customers.

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Corporation
Digitally Empowered
Customer Experience

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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

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Corporation
Business-critical
challenge
Disruptive 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

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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.

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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

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We work from vision to value for a
seamless digitally empowered customer
experience…
DESIGN
Creating the
Experience
• Concept
• Service
• UX design
• Co-creation
BUILD
Making it Happen
• Channels
• Tools
• Engines and
processes
Vision Value
RUN
Continuously
Optimising
• Cloud
• SaaS
• PaaS
Define
business
objectives
Define next
generations
goals
ADVICE
Shaping the
Vision
• Digital strategies
• New business
models
• Transformation
management
The Digitally Empowered Customer Experience

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A digitally empowered
customer experience
shapes a better future for
your customers and your
business
Accelerate
revenue
Digitally
Empowered
Customer
Experience
Maximise
intelligence
Optimise
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

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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