We believe in creating a more customer-centric world with seamless and mutually rewarding interaction between our clients and their customers.

Come and try-out the future of retail!
What we dreamed about doing within retail 10-15 years ago, has today become possible. Come and try-out the future of retail!
Come and try-out the future of retail!
What is a store? Is it a physical place or a web service? Is it a YouTube clip in social media that links to your products? A showroom with data on your customers’ preferences? Digitalization and new consumer habits are turning retail on its head, creating new and fantastic opportunities. We have built a demo in Tieto’s headquarters in Värtahamnen in order to show the development and talk about the trends that can heavily impact your business growth.

Four concepts

Our work builds on four concepts, where the key to success is customer experience.
1. Adaptive store: How the brick and mortar stores become digital with solutions such as digital sales support, digital monitors, shopping via mobile phone, etc.
2. Sell’n’Deliver: Delivery how, when and where the customer wants. Seamless in-store and online shopping.
3. Me-tailing: Marketing that is experienced as a personal service.
4. Savvy-retail: The art of increasing the knowledge about customers with help from trend and data analysis.


New Technology

Each concept builds on the latest technologies, such as:
  • Digital store sales support, online customer support, digital mirrors
  • Omnichannel systems
  • Data analysis and personalization
  • Payment, order and delivery services
What we dreamed about doing within retail 10-15 years ago, has today become possible. Come and see for yourself. Book a time for a demo visit and presentation!
Read more about our solutions
Fredrik Bergström
Principal Consultant, Customer Experience Management, Tieto


Competitive advantage with superior customer experience - more seamless, more meaningful, more personal and more timely customer interactions.

  • CEM service advise

    • Digital strategies
    • New business models
    • Industry consulting
    • Transformation planning and roadmap
    • Project and programme management
    • Technology consulting

    CEM service design

    • Co-creation
    • Concept design
    • Service and CX design
    • UX design
    • UI design and testing

    CEM service build

    • Web site renewal and content management
    • Digital commerce (B2B/B2C)
    • Digital, mobile and social marketing / Marketing automation
    • Digital analytics and customer insight

    CEM solution run

    • Customer analytics and conversion optimisation
    • Continuous hosting services (SaaS, Hybrid, On-premise)  


Our services cover the full customer journey, enabling a seamlessly rewarding customer experience from vision to value.

Partner story
Up-to-date product information brings a competitive advantage to Oras Group
Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system.
Up-to-date product information brings a competitive advantage to Oras Group
"We are at an advantage when our product information is complete and up to date in our retailers' systems as our products are more likely to be chosen. Information updates used to be a lot of work, which is why we couldn't perform them too often," says PDM Manager Kari Suojanen from Oras Group.

Oras, which is known for its washbasin and shower faucets, purchased Germany-based Hansa in 2013, thus establishing Oras Group. In order to create a highly functional Group, the companies' procedures had to be standardised. As part of a larger change initiative, Oras Group has implemented a Product Information Management (PIM) project to combine the product information of the two brands into the same system as well as to harmonise the product information management processes of the two organisations.

Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system, where product information is collected from ERP -system and other basic product information systems.

"The user interface is extremely user-friendly. People working in different countries clearly see product information, language versions and links. You can almost touch the material," says Suojanen.

The new system has impacted the employees' daily work. The amount of manual work decreases, for example, when product lists and selections are updated automatically into the customers' systems. All product information can now be processed in one place following similar procedures, which also benefits marketing.

"We always modify basic product information from the point of view of marketing. New texts, descriptions and videos are automatically updated into all materials containing product information. This increases transparency for our customers and within the company," says Oras Group's Digital Marketing Specialist Samuli Holmala.

A well-managed PIM project where everybody was up to speed

During the PIM project's first phase, which lasted for about six months, Tieto analysed the type and origin of Oras Group's product information and created a product information model for the system based on it. Once the foundation for product information had been established, the next steps were technical implementation and deployment. The project went very well, as testified by high customer satisfaction (3.8/4).

"During the project, Tieto led us where we needed to go. They were always in control of the project and were able to keep up to speed also those of our personnel who are not so well-versed in IT," says Holmala.

In the future, Oras Group will add new modules to the PIM system, for example, to manage product information and price lists on the websites of both brands through the system as well as to schedule marketing campaigns. New product information channels will also be added, which is a critical factor for getting ahead of the competition.

"We save time as we can manage our marketing campaigns better than before. Units in different countries can see the work of other units. Therefore, the information flow no longer requires extensive internal communication," says Holmala

Caption: Samuli Holmala, Kari Suojanen and Mika Malo from Oras Group have been satisfied with the new product information management system, which has boosted work efficiency and increased transparency for customers as well as within the company.

Oras Group
Oras Group is the market leader for domestic sanitary fittings in the Nordic countries and a leading company in continental Europe. The company's mission is to make the use of water easy and sustainable. The Group has two strong brands: Oras and Hansa. Oras Group is owned by Oras Invest, a family company and an industrial owner.

Oras Group was established in 2013 with the merger of Oras and Hansa. Oras Group wanted to standardise its procedures and boost work efficiency by combining the product information of the two brands into the same system. Up-to-date product information constitutes a competitive advantage.

Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system, where product information is collected from ERP -system and other basic product information systems. The project consisted of four phases, analysis, product information model construction, technical implementation and deployment.

Thanks to up-to-date product information, customers are more likely to choose Oras' products, which brings a competitive advantage. Shared and automatically updated product information enables Oras Group to save time and money as the amount of manual work decreases and information management is simplified. It is now easier and faster to manage marketing campaigns and enhance basic product information for marketing use.

Marjo Ylitolva
Solution Manager, Team Lead
Top story
Elo creates new digital services promoting well-being at work with Tieto’s XHub
Joni Tikkanen, Elo
Everything is based on trials and receiving immediate feedback. If something doesn’t work, we don’t hesitate to change direction.
Elo creates new digital services promoting well-being at work with Tieto’s XHub
“XHub has helped us face digitalization. The project has made developing digital services and understanding the customer experience more concrete and agile,” says Marketing Director Joni Tikkanen from Elo.
Joni Tikkanen, Elo

Marketing Director Joni Tikkanen develops the Elo brand in bright yellow in social media. Use the hashtag #elokehittää to monitor the progress of XHub and join in on the conversation.


Every company is currently thinking about digitalization – what it is and how best to implement it in their field of business. The fast-paced modern world demands new kinds of innovation from companies. There is a constant need to develop digital services that take into account the special needs of customers.

The pension insurance company Elo began to develop digital service models and approaches for well-being at work with the Tieto Experience Hub innovation programme (XHub). XHub is based on fast innovation, the testing of ideas and validation by end-users. “XHub is an interesting programme. It combines two things: solving practical issues and finding a new way of development. At the same time, it allows us to see how we can be agile as an organisation,” Tikkanen describes.

Innovation through networks and open dialogue 

“XHub supports innovation through networks and open interaction with Elo customers. This makes the development more efficient and ensures that the new services meet the needs of the users. Furthermore, we encourage Elo to step outside their comfort zone and recognise new business models from outside their sector as well,” says Business Consultant Fanny Vakkila from Tieto.

The XHub programme stages can include, for example, innovation workshops with new partners, design projects, service design and the discovery of prototypes through hackathons. 

“Everything is based on trials and receiving immediate feedback. If something doesn’t work, we don’t hesitate to change direction. This lets us now early on whether the idea is good and whether there is an actual need for the service,” Tikkanen describes.

Tieto experts have directed the development and the new working method. Furthermore, Tieto has compiled a network of different operators to innovate together with Elo.

“Tieto has managed to find good people with vision both from technology and digital services. Our operation has become faster, as the partners understand our field,” Tikkanen states.

Services promoting well-being at work for entrepreneurs

The development of digital solutions was initially concentrated on well-being at work, and then, as the XHub programme progressed, the focus shifted to Elo’s business customers. In terms of the number of insurance policies, Elo is the largest pension insurer of entrepreneurs in Finland, so this new solution will serve a great number of customers. Digital services help entrepreneurs as they can be used in the evenings or at weekends, when Elo cannot offer personal customer service.

“We have received positive feedback on our personal service, so it is important to figure out how to get our digital services to the same level,” Tikkanen points out.

According to Tikkanen, the participation of end-users, i.e. entrepreneurs, in every stage of the development has been important. Furthermore, XHub has combined different sectors of business within Elo.

“Within the company, XHub has been a valuable project. It passes through the entire organisation and combines well-being experts, IT and business development. Everyone has been excited about the new approach and learned a lot,” Tikkanen explains.

“It has been a treat to follow Elo’s journey in the XHub programme. Their courage and enthusiasm to try out new working methods has been an inspiration to the entire XHub team,” Vakkila says happily.

Mutual Pension Insurance Company Elo

Owned by its customers, Elo is a pension insurance company that takes care of the statutory pension insurances of its customer company employees and entrepreneurs. Elo is the largest pension insurance company in Finland: a third of all Finnish companies and over 40% of entrepreneurs have chosen Elo to manage their pension insurances. Elo is responsible for the future pensions of around 500,000 employees and entrepreneurs, and takes care of 210,000 pensioners and around €20 billion worth of investments.


The modern world demands Elo to provide digital services that benefit customers. The development of these services has traditionally required a great deal of time and effort. There was a need to develop a faster working method.


The Tieto Experience Hub innovation programme discovers, tests and validates new ideas and solutions together with business partners and end-users. Within the programme, Elo began to develop digital well-being at work services for its business customers.


Assuming a new and more agile working method helps Elo to develop concrete digital services for its customers. Fast innovation and testing of ideas with end-users weeds out bad ideas and supports the establishment of a positive customer experience.

Fanny Vakkila
Business consultant
Fazer and Tieto pilot innovative feedback solution following successful hackathon
Fazer feedback solution pilot
Specifically, wireless smart buttons will be set up at key touchpoints around the venues so that visitors can leave contextual feedback
Fazer and Tieto pilot innovative feedback solution following successful hackathon
Just two months after the concept winning joint hackathon, Fazer Food Services and Tieto have started a pilot of an innovative restaurant feedback solution in a real-world setting.
Fazer Tieto

Pasi Laine, Eija Andström-Saarinen, Ksenia Avetisova,
Simon Panelius, Mikko Leinonen and Sami Sivonen

Starting from Monday 11 March 2016 visitors to two of Fazer Food Services' Amica restaurants have had a unique and engaging new way to leave feedback on the quality of their customer experience.

Specifically, wireless smart buttons will be set up at key touchpoints around the venues so that visitors can leave contextual feedback, sharing their thoughts and feelings on each stage of the customer journey, in real time and based on their immediate context

"Smooth and spontaneous dialogue and a sense of community between our quests and our employees is important for our restaurant success and development. Based on the early trials and testing our solution is addressing this in a nice way. Solution has been easy to use and the tailored questions with smart buttons has created a new fresh way for giving and gathering feedback. It’s not only what we want to ask from our guests, it’s giving possibilty for our quests to share their thoughts and experiences", comments Eija Andström-Saarinen, Senior Manager, Digital Solutions Development, Fazer Food Services.

Feedback solution

The innovative feedback solution was developed in just 48 hours as part of Fazer Food Services' and Tieto joint hackathon, CXHack Fazer, in February. Two months later, the winning concept is now undergoing its first real-world pilot for 3 months. 

Created by Rahul Abhisek and Laura Leppälä, both students at Aalto University, and Ann Plough, author of the Eat Simply Eat Well blog, the concept was rewarded by Mikko Leinonen, Head of Tieto's Customer Experience Management startup, as having a direct impact on improving the lunch experience at Amica restaurants.

Simon Panelius, Vice President of Operational Development at Fazer Food Services, said of the solution: "Contract catering is all about making a lot of different people happy, but traditionally we've only been able to gather feedback through intermittent questionnaires and focus groups. Having this high quality data available in real time could make a genuine difference to how we manage our customers' experience."

The solution further extends the Tieto Retail Experience portfolio and Tieto's Adaptive Store concept, which combines an interactive customer experience with real-time data so that staff can serve those customers better.

Sami Sivonen, Solution Manager at Tieto, said: "We've now taken the first steps to test the concept in a real-world setting by adapting it to our cloud-based solution accelerator framework. "We believe in an agile and field-proven approach to innovation, and trust that this web-based contextual feedback solution will further enhance Fazer Food Services' lunch experience", says Ksenia Avetisova, Lead CX Consultant at Tieto.

“The launch today demonstrates common commitment and truly agility way of working - taking the raw idea, which was not part of any earlier roadmaps, and defining it in business context and current tech landscape over a very short period of time”, Ksenia continues.

"By putting real customers at the heart of our development process, and by bringing new solutions directly to their business environments, we gain an unprecedented opportunity to create value and accelerate innovation and growth", adds Mikko Leinonen.

For more information on CXHack Fazer and the winning concept, click here.




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