FROM CUSTOMERS

“Anna-Maija supported Wärtsilä in deepening understanding on what brings value to our customers in various markets and segments, and in different stages of the customer life-cycle. Based on these customer journey insights and her recommendations, we were able to identify our key strengths, prioritise where to focus our CX development and recognise the first steps how to kick-start our CX development journey.

Anna-Maija’s strong experience especially from B2B environment and her calm yet determined approach helped us structure and focus the tasks, untangle customer wishes and concerns with the top management expectations, and proceed in a systematic, yet agile way.”

Susanna Siira, Wärtsilä

 ” Customer-centricity is a key component of Ruukki’s strategy. Anna-Maija has supported us in concretising what customer centricity means in practice.

During our collaboration we deepened our understanding of our customers’ needs and based on the insight, designed customer promises and supporting  ways of working. We tested and evaluated the new practices together with our frontline and involved customers in the process.

As a result, we developed our customer-centric thinking and ways of working. The three things that supported our success were: Committed colleagues in Ruukki, strong management sponsorship and a professional like Anna-Maija who guided and supported us throughout the development and piloting process.”

Pia Salonen, Ruukki

“It has been easy and pleasant to work with Anna-Maija. She delivers what is promised, with dedication and professionalism, always keeping sure the next steps are clear and we achieve concrete outcomes. As a result of our cooperation, Oilon’s Customer Experience capabilities have grown, and we are, for instance, able to measure Customer Experience strategically and operatively and close the loop with customers.”

Michele Danelon, Oilon