Qentinel and Sanoma Media Finland were honored to be one of the International Customer Experience Awards 2018 finalists with a joint digital quality experience success story within Best Digital Strategy category. Qentinel helped Sanoma Media Finland to understand their customer feedback and increase both customer satisfaction and quality of their digital services. This presentation was presented at the awards final in Amsterdam on 20 November 2018 by Ms. Pia Tapio from Qentinel. You can find more information on the International Customer Experience Awards here: https://info.qentinel.com/blog/international-cx-award-finalist-2018

1. How to get grip of digital quality
experience to succeed in the right
now economy
BEST DIGITAL STRATEGY FINALS
PIA TAPIO / QENTINEL OY
November 20th 2018 #IntCXAwards
@Pia_Tapio

2. DRIVERS FOR CHANGE
How to get grip of digital quality experience to succeed in the right now economy
#IntCXAwards
@Pia_Tapio

3. Business Rationale and
Context
SANOMA MEDIA FINLAND ENDED UP HAVING A PROBLEM WITH
THE OVERALL UNDERSTANDING OF
WHAT REALLY DRIVES THE DIGITAL
QUALITY OF HELSINGIN SANOMAT
ONLINE NEWS SERVICES
CUSTOMER FEEDBACK
COLLECTION WAS
FRAGMENTED AND SCATTERED
IN DIFFERENT DEPARTMENTS
SANOMA MEDIA FINLAND WAS NOT ABLE TO PUT
CUSTOMER FEEDBACK INTO
PERSPECTIVE
#IntCXAwards
@Pia_Tapio

4. Strategic Planning
and Involvement of
Key Stakeholders
CROSS-FUNCTIONAL
TEAM IN ORDER TO
CREATE COMMON
UNDERSTANDING ON
DIGITAL QUALITY
Technical development,
journalistic & editorial
content, strategy, business
& marketing across the
organization involved.
#IntCXAwards
@Pia_Tapio

5. HOW THE CHANGE WAS
ACHIEVED
How to get grip of digital quality experience to succeed in the right now economy
#IntCXAwards
@Pia_Tapio

6. CONTENT QUALITY
(index)
Content
update
frequency
Digi
develop-
ment
quality
Frequency
of using
Digi service
Churn
…
…
Quality of
content
…
Relevancy
of content
…
Quality
experience
of Digi
service
TECHNICAL & OPERATIONAL QUALITY (index)
Digi
operat-
ional
quality
Digi
reliability
Technical
quality
Amount of
time spent
with Digi
service
DIGITAL QUALITY
EXPERIENCE
(index)
CUSTOMER
RETENTION
”Business Targets”
Value for
money
Amount of
subscribers
Amount of
trial subs
Amount of
visits
Amount of
new
subscribers
SUBSCRIBER GROWTH
”Customer Tactics”
Innovative and Creative Solution
#IntCXAwards @Pia_Tapio

7. Effective
Implementation
Qentinel Insights
dashboard in daily use
for leading with key KPI‘s
and other quality
indicators.
Demonstrates top
management resource
needs and what to focus
on before starting new
development projects.
#IntCXAwards
@Pia_Tapio

8. THE CHANGE ACHIEVED
How to get grip of digital quality experience to succeed in the right now economy
#IntCXAwards
@Pia_Tapio

9. The Outstanding Customer
Experience Delivered
Helsingin Sanomat, Finland
Telia Company, Sweden
Komplett.no, Norway
Stadtwerke München, Germany
Vodafone, UK
THE BEST DIGITAL PRODUCT EXPERIENCE IN EUROPE
Digital product experience
Evaluates the company websites’
functionality, design and content,
especially from the aspects of product
and brand experience.
Digital Leaders Study 2019 by Bearing Point
1.
2.
3.
4.
5.
#IntCXAwards @Pia_Tapio

10. 0
20
40
60
80
100
120
0
10.000
20.000
30.000
40.000
50.000
60.000
70.000
80.000
90.000
2015 2016 2017 2018
HS Digital Subscribers vs. Digital Quality Index
HS Digital Subscribers
Quality Index
Quality Index Trendline
Business Impact and
Results Achieved
~ 70%
OF HELSINGIN
SANOMAT
SUBSCRIBERS
TOTAL NUMBER OF
SUBSCRIBERS TURNED
TO GROWTH CURVE
IN 2017, FIRST TIME IN 25 YEARS
ALSO THE NUMBER OF
YOUNG SUBSCRIBERS
HAS GROWN
PAYING FOR
DIGITAL CONTENT
▪ +10% YOY
▪ +20% YOY FOR UNDER 40 YEARS
#IntCXAwards @Pia_Tapio

11. We want to
create positive
impact in the
world every day
THANK YOU
#IntCXAwards
@Pia_Tapio