This is the age of the customer. How can we change our organisations in such a way that we can adapt to the omnichannel behaviour of generation Y. Tieto helps you to bridge the gap between McKinsey's integrated retail theory and a real transformation to all levels of your organisation. The consumer of today is omnichannel. We can help you becoming omnichannel customer excellent.

1. Customer Experience Integration
Ready for take-off?

2. Consumers have high expectations
and are disappointed quickly

3. How do we connect to our customers again?
I mean really...

4. In your commodity market
Omnichannel Customer Intimacy Operational Excellence
is the only real differentiator!

5. A roadmap to
omnichannel Customer
Excellence
A customer centric enterprise

6. Company confidential
honest exchange long term relation
Integrated contact via all channels transparant processes
OUR FOCUS AREA
© 2012 Tieto Corporation

7. Customer Experience Integration
Channels Business Operations
Customer Journey Telephone
Value Propositions
Chat
Customer Experience
Co-browsing Organisation
Needs, Wants & Desires
(Structure, People & Performance Mgt)
E-mail
Customer Lifecycle / Moments of Truth Processes
Letter
Consistent, Contextual & Cross-Touchpoint Capabilities
(Experience, Expertise & Competences)
Online
Architecture
(Data, Applications & Infrastructure)
Social
Our Belief Our Promise
• We help you develop your customer service strategy and targets
• Superior Customer Experience is the best differentiator in a highly • We ensure business reasoning and KPI’s for the transformation
competitive marketplace: consistently being relevant to your process
customer, aware of his/her context and across all touchpoints • We are passionate about end user needs and make sure they align
• Customer Experience Integration is the methodology that allows with your business objectives
you to make necessary changes in your day to day business • We ensure the technical feasibility already in early stages of the
operations and guide you towards superior Customer Experience transformation process
• We drive the transformation process and implement relevant
© 2012 Tieto Corporation
customer interaction solutions where applicable

8. Company confidential
Roadmap
Integrated Omnichannel
Customer Excellence
Core Roadmap
Quick wins
Maturity check Channel optimisation Seamless touchpoint transition Integrated Retail
© 2012 Tieto Corporation

9. TIETO’s focus area’s towards omnichannel customer excellence
The Omnichannel organization Closed loop marketing
A customer centric enterprise Influence the customer via all channels
Smart online engagement
Create the ultimate online Customer Interaction Cockpit
customer experience Self service, support, sales
© 2013 Tieto Corporation