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Growing opportunities within digitally empowered customer experience

Customer Experience Management (CEM) business operates as an internal start-up within Tieto. Its purpose is to help enterprises embrace digitalization and create seamless multi-channel customer experiences. The Nordic market for Customer Experience Management is anticipated to grow by around 20% annually, and Tieto’s ambition in the area is to outpace the market growth. 

During 2015, Tieto’s CEM start-up took some solid steps on its growth journey and welcomed over 140 new colleagues to the team, including multi-channel commerce experts through Smilehouse acquisition made in December. At the end of 2015, the CEM unit employed around 400 people altogether.

Shaping the offering

During 2015, industry concepts were formed as the core of CEM offering. Based on extensive research and industry expertise derived from Tieto’s nearly five decades of operations, the industry concepts outline the vision of digital customer experience for CEM's key focus areas in 2015: retail and financial industries. The concepts come to life in industry solutions that stand for the mix of chosen technologies, components and pre-configurations matching the respective industry and needs of a given customer. A good example of an industry solution is Tieto Adaptive Store which offers an interactive shopping experience and equips sales staff with in-depth data to serve consumers better. It was developed and launched as an outcome of one of the CEM unit’s key retail projects in 2015.

Here are some examples from 2015 of steps taken by Tieto and its customers to grasp the growing opportunities within digitally empowered customer experience.

FOREX Bank’s digital banking experience renewed

In December, FOREX Bank, a Swedish financial services company, launched a new digital banking experience for its customers. Complementing Tieto’s and FOREX Bank’s eight-year collaboration, Tieto’s delivery ensures a complete end-to-end banking solution including retail core banking services and a new seamless digital experience for end-users on any device. Highly useful functionalities, such as an overview of personal finances and support for mobile authentication, will further enhance the service experience.

The service is utilizing Tieto’s TECO (Tieto Enterprise Cloud Orchestrator) platform, which enables FOREX Bank to rapidly launch new services and adjust capacity smoothly. As a whole the new launch marks a milestone for Tieto as the first implementation of new e-Banking as a Service (eBaaS) cloud. 

Tieto’s expertise in netbanking goes back over 20 years, to when it developed the world’s first netbank in the mid-1990s.

Nelly.com chooses Tieto to provide superior customer service

At the end of 2015, Nelly.com chose Tieto to take its customer service to the next level. Within the three-year agreement, Tieto will provide Nelly.com with a complete customer service solution, based on Tieto's Customer Care as a Service (CCaaS). The cloud based solution covers all channels - web, voice, chat, email and social media - for Nelly.com to offer better and personalized service for its customers. With the CCaaS, Nelly.com can adjust volumes in customer service matching to the seasonal needs and pay for actual usage.

With over 850 brands on sale, Nelly.com is Scandinavia's largest online fashion store for women and men of 18-35 years. Nelly.com takes pride in offering its customers good prices and fast deliveries. With the service Tieto is providing based on industry-leading customer service technology from Genesys, Nelly.com can stay on the pulse of its customers and manage and develop its customer service across the variety of channels with ease.

Timber trade goes digital in Finland

June 2015 marked a great digital milestone for the Finnish timber trade when Metsä Group’s revamped Metsäverkko service was launched, making it possible for forest owners to complete timber transactions with their online banking details. Tieto developed the online application for forest owners and played a key role in the project. The service was very well received; dozens of transactions were completed and hundreds of offers registered during its first months of existence alone.

Joining forces with Smilehouse

To grasp the growing opportunity within omni-commerce Tieto acquired Smilehouse, the largest Finnish solution provider in the area, in December. Smilehouse’s team of 75 experts also joined Tieto’s CEM start-up with immediate effect. With the combined expertise, the CEM start-up can offer truly comprehensive omni-channel solutions and services to a larger group of customers, reaching beyond retail and finance to cover also manufacturing, telecom and energy.

Cutting edge methods to develop new innovations and business models

During the year, the CEM unit accelerated the deployment of its Tieto Experience Hub (Tieto X Hub) innovation ecosystem that focuses on the discovery of new business ideas, models and methods in the sweet spots between industries.

Enterprises are increasingly looking to innovate new services and businesses enabled by digitalization. CEM acts as an important hub that brings together enterprises, start-ups, students and CX enthusiasts, for example in the forms of cross-industry innovation workshops, hackathons and design projects. In 2015 through hackathons alone, dozens of fresh business concepts were produced to create more consumer-centric services.

During 2015 Tieto X Hub enhanced innovation with, for example, these companies in Finland: Aktia Bank, Elo Mutual Pension Insurance Company, Fazer Food Services, Fortum and S Group. In 2016 Tieto X Hub activities are seen to further accelerate.