The document discusses key steps to improve customer service. It recommends listening to customers, addressing their needs, and resolving issues quickly. The goal is to provide excellent service, build loyalty, and increase positive word-of-mouth referrals.
This document discusses diversity and inclusion efforts at Tietoevry. It begins by explaining the business case for diversity, noting diverse teams perform better and have lower absenteeism. Tietoevry aims to be the top employer for talent and has set goals like reaching a 40% female workforce by 2026. The document then describes two cases - a gamified recruitment process that increased diversity and changing job ad language to be more inclusive, which increased female applicants by 32%. It emphasizes that unconscious bias is common and companies must take concrete actions, not just use words, to advance diversity and inclusion.
The document discusses key steps to improve customer service. It recommends listening to customers, addressing their needs, and resolving issues quickly. The goal is to provide excellent service, build loyalty, and increase positive word-of-mouth referrals.
This document discusses diversity and inclusion efforts at Tietoevry. It begins by explaining the business case for diversity, noting diverse teams perform better and have lower absenteeism. Tietoevry aims to be the top employer for talent and has set goals like reaching a 40% female workforce by 2026. The document then describes two cases - a gamified recruitment process that increased diversity and changing job ad language to be more inclusive, which increased female applicants by 32%. It emphasizes that unconscious bias is common and companies must take concrete actions, not just use words, to advance diversity and inclusion.
Digital technology and AI will be key drivers of the global economy. Users want AI to help with finding information, summarizing meetings and tasks, and creative or analytical work. Microsoft aims to enable safe and ethical AI transformation across its cloud, applications, and tools by ensuring user data privacy and security. The document promotes an online course to help people harness AI in work and everyday life.
This document discusses Microsoft's new generative AI technology called Dynamics 365 Copilot. It aims to improve customer experience using AI. Copilot can generate responses for customer service, accelerate information discovery, enable self-service chatbots, and more across Microsoft products like Dynamics 365 Customer Service, Supply Chain Management, Finance, Customer Insights, and Sales. It discusses how Copilot can assist salespeople with tasks like preparing for meetings, writing emails and summaries, and surfacing relevant information. The document provides an overview of Microsoft's portfolio of AI technologies and how generative AI can make applications more intelligent through natural language interaction and data-driven personalized experiences.
This document summarizes a webinar hosted by CXPA Finland on connecting culture with customer experience. The webinar included a welcome from the head of CXPA Finland, a presentation by Claire Tidey on connecting culture with CX, and a question and answer session. Attendees were invited to provide feedback on the webinar and participate in the discussion through questions, comments, and using the listed hashtags on social media. Upcoming webinars and ways to stay involved with CXPA Finland were also promoted.
Digital technology and AI will be key drivers of the global economy. Users want AI to help with finding information, summarizing meetings and tasks, and creative or analytical work. Microsoft aims to enable safe and ethical AI transformation across its cloud, applications, and tools by ensuring user data privacy and security. The document promotes an online course to help people harness AI in work and everyday life.
This document discusses Microsoft's new generative AI technology called Dynamics 365 Copilot. It aims to improve customer experience using AI. Copilot can generate responses for customer service, accelerate information discovery, enable self-service chatbots, and more across Microsoft products like Dynamics 365 Customer Service, Supply Chain Management, Finance, Customer Insights, and Sales. It discusses how Copilot can assist salespeople with tasks like preparing for meetings, writing emails and summaries, and surfacing relevant information. The document provides an overview of Microsoft's portfolio of AI technologies and how generative AI can make applications more intelligent through natural language interaction and data-driven personalized experiences.
This document summarizes a webinar hosted by CXPA Finland on connecting culture with customer experience. The webinar included a welcome from the head of CXPA Finland, a presentation by Claire Tidey on connecting culture with CX, and a question and answer session. Attendees were invited to provide feedback on the webinar and participate in the discussion through questions, comments, and using the listed hashtags on social media. Upcoming webinars and ways to stay involved with CXPA Finland were also promoted.
5. ASIAKASKOKEMUKSESSA ONNISTUMINEN ON
MATKAILU- JA RAVITSEMISKAUPASSA
KESKEISTÄ
Todellinen kilpailu
MaRassa ratkeaa
asiakaskoke-
muksessa
Onnistuminen
asiakaskoke-
muksessa ratkeaa
arjessa
… ja ihmisten
johtamisessa
Onnistunut
asiakaskokemus
rakennetaan
asiakasymmär-
ryksestä läpi
asiakkaan polun
Yrityksen
onnistuminen on
seurausta arvon
muodostuksesta
6. TEHTÄVÄNÄ
ONNELLISTAMINEN
Meillä on mahdollisuus tuoda ja tuottaa
iloa kanssaihmisillemme joka päivä.
Herkkyydellä ja heittäytymällä voimme
ilahduttaa toinen toisiamme ja tarjota
kanssaihmisillemme enemmän kuin he osaavat
pyytää. Voimme ylittää toistemme odotukset
joka päivä.
Tavoite on, että vieraamme lähtee meiltä
onnellisempana kuin oli tullessaan.
Onnellistaminen yhdistää kaikkia Sokos
Hotelleissa työskenteleviä ja antaa
tekemisellemme tarkoituksen sekä
yhteisen suunnan. Tavoitteena saada
ihmiset rakastamaan hotelleja.
8. Toimintamme rakentuu onnellistamisen
ympärille.
Markkinoinnin ja
viestinnän
kattoteema
Mitataan useilla
henkilöstö-
ja asiakas-
tyytyväisyysmitta
uksilla
Kytkeytyy
johtamisjärjestel
määmme
Vahvistetaan
strategiassa
Brändiemme
identiteettien,
arvojemme ja
palvelukulttuurin
ohjurina
Palvelukulttuu-
rimme kiteytys:
tehdään todeksi
Onnellistamis-
teoilla läpi
asiakkaan polun.
Missiona:
Tehtävänä
onnellistaminen
10. ASIAKASTYYTY-
VÄISYYS
2012: 4,18
2023: 4,41
18 vrs. 37 hotellia yli
4,30 (erinomaisen
tason)
LIIKETOIMINNAN
TULOS:
Operatiivinen
tulos kasvoi 2010-
2019 yli 40M€*.
*Koronan jälkeinen palautuminen
käynnissä
SOKOS HOTELS:
Luotetuin,
arvostetuin ja
vastuullisin
hotellibrändi
Suomessa jo yli
10 vuotta
TYÖTYYTYVÄI-
SYYS
80% hotelleista
yli erinomaisen
tason (75)
SUOSITTELU
NPS 2015: 51.
NPS 2023: 62.
Pohjoismaiden
paras
hotelliketju
(Nordic Business Travel
Awards 2020)
Brand of the Year
(The World Branding
Awards 2022, 2023)