Whitepaper: Unifying service development between online and offline (in Finnish)
Uniform development of services is challenging, especially for large organizations. What should companies take into account when embarking on a large development project?
Uniform development of services is challenging, especially for large organizations that have varying operating methods between different units - not to mention unifying the customer experience of brick-and-mortar and online. What should companies take into account when embarking on a large development project?
Customer-oriented product and service development has been a hot potato in recent years. Yet, according to customers, only three percent of companies succeed in doing so. The most challenging development is for large organizations in more traditional industries, such as banking and insurance, because there can be great variation between units. The operating models were also developed and the system architecture built years before there was any information about digitalization or self-service.
Digitalization is often approached from the point of view of increasing the efficiency of the organization, leaving little customer understanding. According to Gartner (2023), customer understanding is one of the biggest areas where, for example, marketing managers have a skills gap.
We found out how the service development of large organizations should be renewed and unified so that the customer experience can be translated into competitiveness. Veho's Customer Experience Director, Tuomas Manninen, HiQ's Service Designer, Paula Peltomaa, and HiQ's AI Lead Consultant, Jonas Pomoell, share their views on the subject.
How to ensure that different business units develop customer experience uniformly?
How to find a balance between customer expectations, profitability and feasibility?
What is the importance of joint development in a successful development project?
How does a service blueprint help you see the customer experience concretely, specifically in your own organization?
Download the whitepaper (in Finnish) "Integrated service development between the web and brick-and-mortar - Consider these five points before starting a project" for yourself here.
