Dr. Janne Ohtonen

191 Seguidores

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I have delivered many challenging Customer Experience Change Programmes (impacting directly over 10m and indirectly over 600m customers) several of which included double-digit performance enhancement. I hold a PhD and have published four books on CEM & BPM. My approaches are acknowledged as Thought Leadership and are used in a number of organisations around the world today. I believe that the most dramatic transformations to an organisation’s Efficiency and Performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture and Innovation. This requires leadership and commitment, both of which I provide expertise in. I WORK WITH & SOLVE THESE ...

customer experience customer satisfaction customer management customer customer centricity customer centric culture net promoter score nps cem business process reengineering business process business process management process excellence bpm process customer relationship management customer loyalty voc voice of customer employee engagement c employee engagement net promoter sc lean six sigma business change management customer service stakeholder management stakeholder customer centicity

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Dr. Janne Ohtonen

Presentaciones

Creating customer centric culture for your organisation

12 important questions when starting bpm projects

Customer centric stakeholder management

The customer of the future is here!

3 essential tips for change management

Employee Engagement and Customer Experiences - How are they related?

Operational-Excellence

Documentos

Ae-6_2015

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ICT-aamiaisseminaari 23.4. Janne Ohtonen Outside‒In-lähestymistapa