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Vili Nieminen

Vili Nieminen is a customer-oriented business student from Aalto University. In addition to these motifs, he is interested in IT and outdoors exercises.

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Ensure success through meaningful customer culture

Dec 19, 2018 | Vili Nieminen

The third and final blog of the series builds on the link of employee and customer experience and CX metrics development to emphasise the importance of customer focus in organisational practices and paradigms. 

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Creating data-driven clarity to customer experience management

Nov 27, 2018 | Vili Nieminen

Many are interested in the formation and improvement of customer experience, but its intricacies perplex how this could be managed. The simple answer seems to be more data. Statements such as “If you can’t measure it, you can’t improve it” and “Knowledge is power” have valuable kernels of advice, but faulty interpretations have led to masses of unused data due to sheer volume or a lack of meaning. This second post follows on the first and concentrates on methods to find the right customer experience metrics, how to utilise those indicators to drive better business, and a concrete approach called Value Creation Model to make sense of customer experience.

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From employee and customer connection to value creation

Oct 22, 2018 | Vili Nieminen

Entities both in the private and the public sector are trying to develop their customer experience in the pursuit of business and socioeconomic value. The issue is profoundly complex, and we are diving to its roots in a three-part blog series. Elements of customer experience work as the starting pointfollowed by a more detailed look into management tips and how customer experience can be quantified, topped off with a view on cultural factors and the future. This first post concentrates on customer experience fundamentalscustomer and employee experience (CX-EX) connection, and simple ways to boost employee engagement.

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