1. Even if the digitalization of the mass media market has been unexpectedly rapid, it hasn't been the death sentence for the print media as predicted. In Sanoma Media Finland digitalization has allowed them to serve their online customers with high level of detail and technical quality they were aiming at. Read here how measuring the quality has affected the customer experience of Sanoma's digital news service.

  2. Fortum Markets operates in the energy service business and customer experience is in the core of everything. So, how to quantify, measure and manage abstract business drivers such as the quality of services and customer experience? With smart data! But first the customers’ different paths and touch points within the organisation need to be identified.

    Timo Liiri
    by Timo Liiri
  3. Long customer relationships produce a huge amount of data. By utilising that data and combining it with a human touch, empathy, you can help your customers to solve their problems even better. To do this you should produce and refine the specific data together with your customers. The quality of data matters more than the amount of it.

    Laura Rinta-Jouppi
    by Laura Rinta-Jouppi
  4. When the clockspeed of business increases, also the development teams building your products and services have to function faster. Hannele Kuitunen reflects on how their work has changed in the middle of this while humans are still not built to multitask. How has all this changed your relationship with your customers, and what benefits increased clockspeed has brought along?

    Hannele Kuitunen
    by Hannele Kuitunen
  5. Fragile companies can't handle it and robust companies try to hang in, but in the end it is the Antifragile companies that gain from the disorder and adapt into market leaders as digital disruption shakes the scene. The reason why digital disruption hits so bad some companies is their data – the New Oil – that is not lubricating and fueling their business models.

    Janne Vihervuori
    by Janne Vihervuori
  6. I did some programming when I started my career. It was the start of the 90s and I used Perl and Visual Basic to create some automated HTML tools for Nokia. If you think about what the year was, in a way it was pretty advanced. Internet was not yet the thing and my programming skills were not advanced but I liked the potential of the World…

    Peter Lindberg
    by Peter Lindberg
  7. To be fast you need to have discipline. Take the fire department for instance. They have courage and discipline, which is why they can be fast. Discipline can mean that there is a joint understanding on how we exchange information. Personally I don’t like when people are taking up airtime in meetings by thinking out loud. That thinking s…

    Joachim von Schantz
    by Joachim von Schantz
  8. Questions guide my decisions and actions more than any other factor. I think they are the key to self-management in the economy of speed . A few weeks ago I had just come back from an urban spring holiday abroad. On Monday morning I drew up my customary plans for the week by pondering the question of what I was going to achieve by the en…

    Marjo Sjöberg
    by Marjo Sjöberg
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