Openet, a global leader in the supply of real-time BSS and customer engagement systems, has appointed Dr. Janne Ohtonen as its Director of Customer Experience Management (CEM). This senior strategic hire will be instrumental in helping Openet achieve its vision to become a leading Digital Customer Experience (CEX) enabler.
Janne brings an unrivalled wealth of experience in CEM to his role at Openet. Before joining the company, he held a number of senior consulting positions within the realms of customer experience and engagement management in the travel, retail and consulting industries. This includes working for high-profile brand names such as Apple, Avios, British Airways, British Telecom, and Satmetrix.
Studying under Fred Reichheld, the creator of the Net Promotor System (NPS), Janne is also one of handful people worldwide with the authority to certify on NPS. He was instrumental in the development of BT Business’s NPS programme and assisting Apple Premium Retail Stores in improving their NPS score. In addition, as the former Head of Customer Engagement at Avios Janne was responsible for designing the CEX strategy that uncovered a customer retention opportunity that drove a significant uplift in customer satisfaction, NPS and revenues.
Openet’s evolving shift towards enhanced CEM is enabling telcos to shift their focus from network and IT centricity to a more customer-centric view. Janne’s appointment further enhances Openet’s ability to offer CEM consulting alongside its front-end and back-end technologies. It will help customers to speed up the time-to-market of new services and offers and increase CSPs’ agility, whilst giving them a better understanding how to approach customer experience management. Thus, driving successful customer and business outcomes. An essential part of Janne’s role will be to oversee the global development and business performance of Openet’s CEM proposition. He will also be responsible for helping CSPs better serve customers; improving their NPS, Customer Effort and Customer Satisfaction scores.
“There is no better time than now to focus on CEM. There are so many opportunities for smarter engagement with customers. Telcos have a great opportunity to increase NPS and drive new revenues. But to do so it’s essential they understand the link between the business and the customer. Only with this information can they implement a successful business strategy that brings the most value to both parties,” said Dr Janne Ohtonen, Director of CEM, Openet. “Despite telcos becoming more concerned for their customers, they are having difficulty aligning their strategy to combine IT systems, business processes and customer experience to boost customer satisfaction and advocacy. Openet is ideally placed with their agile, real-time solutions and expertise to enable customers to be in control and have personalized services enabled in real-time direct to the device. I’m excited for what’s to come.”
“As the entire industry experiences a cultural shift towards better customer experience, it’s imperative that Openet combines its technology offering with CEM consultancy and solutions that enable smarter customer engagement. We are on a mission to help our customers adapt to the agility and curious mind-set and use real-time and open solutions to build profitable businesses around the customer,” said Niall Norton, CEO, Openet. “However, we’re fully aware that it’s the people within a business that make it a success. Janne not only brings unrivalled CEX and CEM experience to Openet, but he also brings a fresh perspective that will help us realize our vision to be a leading Digital Customer Experience (CX) enabler.”
Janne holds a PhD, Masters and Bachelor’s degree from the University of Turku in Finland.