Marja Leena is Director, Head of Customer Service Experience at Tieto. She has close to 30 years’ experience from the IT service business in various roles and countries. For the past six years she has focused on developing, implementing and improving the global processes and tools to manage the feedback and measure the experiences of Tieto's customers.
Does everyone – and everything – need a purpose? What is the purpose of customer experience? What is the value we aim to create – and how is it perceived? These fundamental questions are being discussed more and more, both as part of our personal lives as well as in business. Here are some reflections based on my experiences. More
“Mom, I have an important thing to share with you. Please listen to me!” “Darling, please give me a second! First I need to finish this.” “No, mom. Now! I need you now! NOW! Do you hear me?!?” More
Recently I joined a couple of workshops in which we looked outside in and tried to find out what the intended experience we want our customers to have, and how we would like them to feel when they are interacting with Tieto as a company and with Tieto’s employees. More