Scene: the management team is having a meeting and looking at NPS metrics. The rate has declined from safe 42 to concerning 27. Panic is raising, something is wrong – but what exactly is wrong? Is there a fault in the product? Has something changed in our customer service operations? Are the competitors doing something differently? The fact is, nobody knows or only has a vague guess. Maybe it's comforting to know that this is not uncommon at all. For a while NPS has been THE metric for everyone to follow, and regular NPS surveys are a common thing to monitor customer experience satisfaction in countless of companies. But like the management team, are you as clueless on what NPS indicates? If the numbers are descending, do you really have a hunch of what’s going on?

Kenneth Lindfors, MBA, will start as the Director of Siili’s Digital Experience unit and a member of the management team as of July 15.

Increasingly accelerating digitalization requires a carefully thought-out modernization strategy, as well as controlled design and implementation. Technological development and market turmoils are changing the playing field and rules of the game. A good decision made just a few years ago may today be revealed to be the burden of tomorrow, while the goal posts are moved forward.

Digital customer experience, DX, has become a strategic viewpoint in the intensified competition between organizations. The organizations who fail to deliver a seamless interplay between relevant content, easy experience, and continuous services from the first touchpoint throughout the entire journey, will lose their customers to the competitors, who are just a click away.

What’s happening in the world today? Below you can see some megatrends as stated by Sitra (The Finnish Innovation Fund), that describe the main forces and phenomena happening around us. These are huge waves of change that affect our lives and society on every level, and we need to take them into account when designing experiences, services and business models.

In very short period, COVID-19 overwhelmed lives and caused global changes towards remote oriented work and created the need for digitalization of businesses and services. The ongoing pandemic accelerated the digital revolution and forced many companies to rethink their business strategies and re-evaluate their online presence. This has caused many to push forward the prioritization of their digital channels as a means of engaging their customers and driving revenue.

Siili gains strong expertise in digital innovation & mobile development when Siili and Supercharge join forces in February!

Marek is a seasoned expert in many fields – a doctorate, who’s proved his adaptivity in his studies as well as in his work. On his journey from robotics into programming and applied mathematics he’s become somewhat of a popularizer of data science. His passion is clarifying mathematical models to all those who are wanting to understand them.

The new SiiliForest of Siili Solutions mitigating climate change and compensating the employees’ carbon footprints was planted in cooperation with the Seedling Action of 4H Finland in the summer of 2020.