Interestingly, around 55 per cent and 70 per cent of Norwegian and Swedish firms respectively reckoned that digital CEM was key to increasing current customer spending, compared to around ten per cent of respondents from Finland.

About the study

A 2014 study by Marketvisio on Customer Experience Management maturity and digital development, commissioned by Tieto.

Developing digital CEM capabilities isn’t all about changing the front-end – the average Nordic retailer also has logistical obstacles to overcome before it can offer a stand-out customer experience.

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How to create a digital customer experience in retail sector?

We concluded over 200 Nordic retail sector decision-makers in Finland, Sweden and Norway to gain insights into their firms’ digital CEM challenges and pain points.