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, Head of Products and Processes at Fortum Markets, is a passionate champion of customer experience. His daily work involves in shaping and improving Fortum's processes to guarantee an outstanding customer experience.