I love the Finnish corporate life for its well-meaning respectfulness. But are we preventing success and competitive advantage by being too nice, and not bringing up difficult topics into the discussion? Are we too satisfied and getting blinded by our overall easiness? How does this affect customer experience?
Ari Hirvonen, an Account Executive at Qentinel, is a passionate champion of customer experience who thinks that digitalization opens up new possibilities. He believes that offering great customer experience, which evokes strong feelings, requires showing empathy with the customer and data analytics to back up your decision-making.
When Ari is not meeting customers or reading about new customer experience methods, he can be found running a marathon or a dozen, and coaching a junior ice hockey team.