Personalizing customer experience for Tieto

Qentinel helped Tieto to concretize how employees can impact on customer experience.

Tieto aims to be its customers’ first choice for business renewal. Customer experience is considered business-critical because Tieto wants to make sure every member of their organization understands its importance and how to personally influence customer experience. There’s a clear correlation between customer experience and achieving Tieto’s business objectives.

Tieto needed more predictive and real-time measurements to be able to measure both employer and customer satisfaction. Only a more proactive and real-time customer feedback data can help Tieto to focus on where the company is heading. Net Promoter Score (NPS) and other lagging metrics are only describing what happened or where the company came from.

Employee experience impacts on customer experience

Tieto wants everyone to think how each employee can personally make customer experience better every day and contribute to Tieto’s overall business objectives. Therefore, everyone at Tieto has now a customer experience related target among their individual goals. The Value Creation Model™ helps everyone to better identify factors close to their own work and what would contribute most to the improvement of their customers’ experiences. Consequently, Tieto has now included customer experience into their performance evaluation discussions.

Identifying the indicators that lead to good customer experience has a big impact on Tieto’s customer experience measurement and metrics development in the future. Tieto found The Value Creation Model™ with visual value paths as an excellent tool for discussions with top and middle management. It helps people in different roles understanding the problems other functions face.

Tieto’s customer experience with Qentinel was effortless and based on trust.

Qentinel Touch helps our customers to create common understanding between the customer experience value drivers and NPS (Net Promoter Score). Qentinel Touch makes business value transparent and actionable. Together with Qentinel Touch, our customers can improve their customer experience and innovate systematically.


Tieto aims to become customers’ first choice for business renewal as the leading Nordic software and services company. Building on a strong Nordic heritage, Tieto combines global capabilities with local presence. Headquartered in Espoo, Finland, Tieto has around 14,000 experts in close to 20 countries. Turnover is approximately €1.5 billion. Tieto’s shares are listed on NASDAQ in Helsinki and Stockholm.