Ground-breaking innovations are discovered when viewpoints, industries and cultures collide. Putting ideas quickly into the spotlight speeds up innovation.
Tieto Experience Hub establishes a transparent environment to discover new business models and concepts in the sweet spots between industries.We have a long history and deep-rooted expertise in different industries. Today we bring our clients around the same table to create entirely new business concepts around strategic topics. The XHub nurtures design talent and leverages transparency as a tool to accelerate innovation by facilitating real-time dialogue with consumers and the larger audience.Join the XHub and visibly stand out as a forerunner in changing perspectives.
FOREX Bank has chosen Tieto for developing and renewing the customer experience in their digital channels. The solution includes a new interface for the internet bank and a mobile bank with full retail online banking service. The new delivery will give FOREX Bank a modern it-environment and a complete end-to-end banking solution delivered as a service. The new contract complements Tieto’s current core banking installation which has been used by FOREX Bank for seven years.
The first stage will entail a new retail online banking service including a new web and a mobile solution. By spring 2015, FOREX Bank should have a completely new digital banking experience in place.
- With our new solutions we will further strengthen the banking part of FOREX Bank’s proposition in Sweden, as well as supporting our market-leading position in travel money in the Nordic region. Tieto is consistently delivering good quality in our core banking solution. This made them our first choice when we wanted to refresh and renew the customer experience in our retail banking services, says Thomas Högväg, acting CEO at FOREX Bank.
- Competition in the Nordic banking sector in optimizing the customer experience will accelerate in the coming years. If customers don’t get rewarding experiences every time they interact with an organisation, they will look for other alternatives. We are pleased to be chosen as partner for FOREX when they renew their digital channel experience. This is also a selected growth area for Tieto, says Per Johanson, Head of Financial Services, Tieto.
At the time I wrote my last blog, Lessons in Innovation from the Fazer Food Services hackathon, Fazer Food Services and Tieto had just wrapped up CXHack Fazer after a weekend of frantic innovation. The event was a huge success, and we were all in high spirits - the quality of the submissions had surpassed our expectations and we'd found some brilliant new perspectives on our industry and business model.
There was just one unanswered question: what next? Quite a lot, it turned out! Most notably, we've actually started running a pilot of the winning solution in two of our restaurants. So, after just two months, we've made great progress in using the hackathon model to create value for our business.
Here's a look back at our journey and how we reached this point.
Choosing to run a pilot
As I discussed last time, Fazer Food Services really had no idea what to expect from our hackathon. It was a totally blank canvas for us to experiment with a new way of working, and I personally thought there was about a 50-50 chance of the event actually producing something we could use further down the line.
So, when Better Now won CXHack Fazer with their smart feedback solution, we found ourselves with a fantastic idea on our hands and zero plan in place for our next steps.
Nonetheless, we felt compelled to develop the concept further. With Tieto's help, we set about quickly turning it into a working solution that we could trial in real-world locations.
Not long afterwards, on April 11th, the pilot kicked off at two venues: the Aalto University campus restaurant and the Tieto restaurant. It'll run for three months, and we'll be watching carefully to see how the solution is received by both our customers and our staff.
These ideas hold enormous potential for us. 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, says Simon Panelius, VP, Operational Development, Fazer Food Sevices Oy
Compared to the average pilot, our process has been a little out of the ordinary. Most organisations will wait until they have a finished solution ready before they carry out a real-world trial, whereas we're still changing ours as we go. Also, we're not just testing whether the solution meets our expectations or not - we're still exploring, with an open mind, how it can create value. Already, early data from the pilot has taught us plenty about the factors that influence response rates, as well as given us some ideas as to how we can make the feedback useful to Fazer Food Services as a whole. We're also looking forward to speaking to our staff about the solution and whether it makes their lives easier or not, and if there's scope to make the feedback more meaningful to them.
Once the pilot is over, we might decide to roll the solution out to other locations. It might even find a permanent home in some of our restaurants. Right now, though, we're still learning, and we're still excited about the possibilities and opportunities.
Moving so quickly from a concept to a pilot has, of course, been a major departure from the way we normally work at Fazer Food Services. As a large organisation, we're simply not used to this level of speed and agility, and our people have had to adapt to a totally new methodology practically overnight.
However, it's also been amazing to see how much enthusiasm and support the idea has generated throughout the business in such a short space of time. It's spread from team to team and inspired a huge number of people to contribute their own great work to the project.
To my mind, this really highlights the wider value of CXHack Fazer and how the hackathon model can help drive a cultural change in an organisation.
All in all, it's been an exciting journey so far. And who knows what else the pilot - or, potentially, the next hackathon - might bring in the future?
1207 hackers gathered together around latest technology to hack the given challenges in end of Novebner in Helsinki. Very many of them using data as a source for innovative solutions. We joined forces with UPM to use data as a source to re-frame the supply chain. Tieto Intelligent Building challenged hackers to use our HQ data and to make buildings more empathic. Also one of our own hacking teams joined our customers Kesko's challenge with great success. Thank you all hackers and congratulations to all winning teams. Find some memories in form our images here.
The effects of technological advancement and digitisation are felt not only across all industries, but also in private lives of each one of us. Lives of families are changing and becoming easier in some respect, yet more complicated in other.The topic of digital privacy and maintaining your personal data access has been steadily gaining momentum. During the few last years we’ve been working with multiple stakeholders and holding several workshops to collect insights and create concepts that paint the possible scenarios of the future we are facing.
Every day massive amounts of data are created by sensors monitoring machines in factories, people posting videos and pictures to social media sites and records being created from online shopping transactions to name a few. We are now generating so much data that in fact 90% of all of the data in the world has been created in the last two years.
As users, we leave more traces of ourselves in the digital world than ever before. When you go to buy groceries - you are identified by your loyalty card, when you surf the internet - your browsing history is being recorded, when you sign up to new online services - you are often asked to give away a lot of information about yourself. Without even realizing, you are freely providing a looking glass into your life. A classic example of this is recorded in the US, where Target created so advanced behavioral tracking algorithmthat it figured out a teenager was pregnant – before her parents knew about it!
Today the gathering, packaging and selling of people’s online data is already a big business. Even though data brokerage isn’t common in EU yet, it’s affecting our daily lives as you read these lines. Companies are now utilising people’s personal data quite freely, but this is about to change. Instead of trying to mask your digital identity with services like F-Secure’s Freedome, what if you would be in total control of your data? The General Data Protection Legislation (GDPR) that came into force in the EU in May 2016, and will be in full adoption by 25th of May 2018, will give full power to citizens to control data that is being gathered about them and also to control who can use it. GDPR might be seen as a threat, but we see that it opens endless opportunities for creating superb customer experience across multiple industries and driving business growth.
Few concepts that came up during our investigation into the topic of digital privacy include
- A long-standing dream for a smart shopping assistant, that would pretty much predict exactly what you need and be able to offer it to you at exactly the point when you need it. Shopping made easy for both consumers and retailers with help of data and technology.
- Big concern is children’s behaviour in digital times they are being brought up. We looked into how to protect kids online from questionable activity, but still allow them to have the particular level of own privacy.
- Another service concept is built around the core idea of keeping a tight grip of what you shared and what others shared about you, choosing what to leave behind and being able to delete unwanted content even if posted by anyone else.
- Finally, we have been looking into the possibility to flexibly control social and personal aspects of one’s digital identity based on situations in a physical world. Privacy Cloak is a concept that takes away an effort of managing complicated settings and consent by utilizing simple interaction via a wearable device such as a ring.
This is not the only a vision for the future of managing data. The first step to making these and many other concepts possible is the MyData initiative, which has been brought to light in recent months in Finland and EU. The MyData consent based architecture proposes a solution to the current scenario, where personal data is distributed in different places, without the individual having easy access to it. In the MyData architecture, it is the individual users, who are the ones giving consented access to their data to 3rd parties. This change in balance of power enables new kinds of business models, where the consumer can give access to those who provide the best and most personal customer experience.
The second exciting advance that’s coming is the combination of identity management and distributed ledger technologies (e.g. blockchain is a type of distributed ledger). These kind of “identity ledgers” offer immutable and verifiable records of your identity. Think of being able to verify that you’re over 18, without actually revealing your date of birth. Or digitally proving your identity to a stranger, with 100% security and verifiability. We are working with one of these technologies, called Sovrin (sovrin.org) to realize the future of digitalization today.
Now, the more important question is: are we as a society ready for what is coming? According to the study conducted by Tieto and partners in Sweden during december 2016, consumers are mindful of the use of their data and are ready to take control.
We are working on multiple levels of digital privacy and MyData. Tieto has always been the core of digitalization in the Nordics, now spearheading the future of digital privacy. Get in touch with us to discuss how to prepare your business for upcoming changes and to be the first ones to reap benefits of the next wave of transformation.
Tieto Experience Hub is Tieto’s strategic innovation program, focused on cross-industry collaboration, design thinking and customer-centricity. Tieto XHub is meant to guide traditional businesses through digital transformation by developing new service models and operating methods in close collaboration with the business customer, while taking into consideration the needs of the end customer.
Being part of Customer Experience Management internal startup and supported by Tieto’s design and development professionals, Tieto XHub creates an ecosystem that involves multiple partner companies, universities and startups into the mix. Since 2015 it is successfully pursuing the vision to create more value for Tieto’s clients and their consumers through digital services (powered by Tieto).
Ksenia Avetisova, Lead Consultant, Customer Management, Tieto
Antti Kettunen, Digital Hustler, Tieto
Junction is Europe’s largest hackathon, taking place just before the start-up event Slush in Helsinki, Finland. It is a converging point for developers, designers, and entrepreneurs from across the world. Junction is held on November 25-27 in Helsinki. This year Tieto is taking part with two challenges.
Tieto’s first track in Junction is to bring buildings into the digital age. The Intelligent Buildings track is hosted by Tieto and the facility services company ISS. The aim is to create a mobile app that supports building operators and maintenance in their daily tasks. Hackers can access data gathered from 6 000 sensors at Tieto new headquarters in Keilalahti, Espoo. Data includes e.g. air quality, indoor positioning and energy consumption data.
The winning team will get a place in Tieto Data-Driven Businesses incubation program. Tieto will finance the development of the most business-ready idea from proof of concept to production. The total value of the prize can be seen to be up to 100 000€.
– We are looking for a solution that takes into account the needs of the user 24/7 and will create a brand new service to help workers in their daily life. At the end, the solution will hopefully makes buildings more empathetic. In addition, I am very happy to offer the most exciting idea from the hackathon the possibility to enter our own Tieto Data Incubator. Together we will take the idea into production, and in the future see it become implemented in intelligent buildings, says Tomi Teikko, Director, Intelligent Buildings.
UPM and Tieto hack the paper industry's supply chain for a better customer experience
In Junction, UPM wants to create new, innovative digitalized solutions for its supply chain. Tieto has been selected to support UPM in this strategic innovation effort.
UPM are producing and shipping a large amount of paper to customers around the globe, something that requires thorough planning and reliable data. With the help of IoT and data analytics UPM wants to innovate new ways of working, to improve both efficiency and customer satisfaction.
– At Tieto, we firmly believe that we can make the future more intelligent via open innovation and data. With the immense amount of information from UPM's supply chain, we can create unforeseen services together with hackers and partners in the ecosystem. Hackathons are a great way to shake up the status quo and motivate to build products and services with superior customer experiences, says Ksenia Avetisova, CX Lead at Tieto Experience Hub.
The UPM track in Junction hackathon is arranged by Tieto's strategic innovation program Tieto XHub, together with UPM and IBM. During this year Tieto XHub has organised a range of open innovation events, such as hackathons, to ensure value creation for customers like Fazer, Cargotec and Elo.
– Tieto has a long history of working together with UPM and with this hackathon we continue to expand our common capabilities and excellence in the data-driven environment. The team is truly excited to use this hackathon as a platform to innovate concrete ideas that bring value for UPM's business and customers, continues Ksenia Avetisova.
On the road to Slush
Junction hackathons are paving the way for Tieto’s participation in Slush. Tieto is participating in Slush 2016 with the aim to boost innovation and growth together with the vibrant startup ecosystem. In Slush, Tieto hopes to meet the best talent in the market and also grow its ecosystem of start-ups.
Why Tieto is participating in Slush, Tieto CEO blog:
Can data revolutionize building maintenance? Blog by Tomi Teikko:
Rethinking the supply chain with data
Get to know Tieto Experience Hub:
For more information:
Tomi Teikko, Director, Intelligent Building
Phone: +358 40 500 94 00
Ksenia Avetisova, CX Lead at Tieto Experience Hub, CEM
Phone: +358 46 811 4913
Innovation is more than invention: it is the process of applying an idea or invention into practice. The nature of this process is changing. Firms are increasingly specialised and inter-dependent. Innovation is becoming more inter-organisational and non-linear.
This is made evident by the emergence and growing popularity of concepts like open innovation, networked innovation and ecosystem. One thing they have in common is that they highlight the importance of collaboration, that no firm has truly game-changing potential on its own. But to succeed, it is not enough to simply get together. Managing innovation in an inter-organisational setting is difficult. For an idea to really take off, momentum needs to be built and maintained.
By momentum we mean the perceived energy and enthusiasm associated with pursuing a goal. Its impact on innovation is best described through an analogy. Let’s say you want to send a satellite to another solar system. Because of the gravitational pull of the sun, it would require virtually impossible amounts of fuel to shoot out in a straight line. Instead, you would use the gravitational field and orbital speed of planets to gain momentum for your spaceship. This is called the the gravity assist maneuver, and it is being used all the time, because it is the fastest and cheapest way of launching stuff far out into space.
But you are probably not in the satellite business. Let’s rather say you want to develop a novel service and introduce it to the market. According to the analogy, the idea for the service is the spacecraft and its path is the innovation process. Momentum is gained by interacting with different supportive actors, represented by planets, who have varying resources at their disposal. In addition to gaining momentum, these interactions can also redirect the path of the process. The goal is ultimately to gain enough momentum to reach escape velocity, that is, to achieve commercial success for your service. And just like with space travel, the gravitational slingshot of innovation presents an overall smarter approach to innovation compared to going at it unassisted.
Suspiciously simple, right? Reality, of course, is more interesting. Throughan example of collaboration in innovation between Tieto Experience Huband Fazer Food Services we illustrate the process in 3 main steps: how an idea can take off, gain momentum and enter the market.
1. Conception of the idea
The case with Fazer Food Services is interesting because the innovation process started well before there was an idea. Rather, the process started with what their leadership team wanted to achieve: to find new digital means to drive the business forward and ahead of competition. The push to try new ways of working, engaging customers and identifying partners led Fazer Food Services to experiment with the hackathon method, which is a part of the Tieto XHub innovation program. We’ll illustrate the case using the gravitational slingshot model of innovation.
Gravitational slingshot of innovation: case Fazer Food Services and Tieto XHub:
The process started with the core project team of Tieto Experience Hub doing some ground-work on the project. In the figure this is represented by the line orbiting Fazer Food Services. The early phase of the project was mainly about planning and alignment, getting different departments and units to define common goals and identify best path to achieve them. Challenges in this stage included tight deadlines and managing a large number of stakeholders and simultaneous streams of ongoing work. High motivation of all team members and fast decision making allowed to achieve the targets and move forward.
Involving the value network was central to successfully setting up the CXHack event. Invited jury members, startups and university program partners created buzz and generated interest around the event. The main challenge at this stage was identifying potential partners that could provide most value and getting them onboard. Success was ensured by an aligned communication efforts of the combined Fazer Food Services and Tieto XHub
2. Gaining momentum
The CXHack event brought together large amount of stakeholders in a two day hackathon event, aimed at solving the challenge of continuous feedback collection at catering restaurants. Due to its intensity, the hackathon worked great for building momentum. The atmosphere was described as “electric”. The event also presented a great puzzle of complexity, which was solved by distributing responsibilities to certain team members and real-time coordination from the core team. A flexible agile and lean approach worked very well and allowed to execute the event and manage all stakeholders expectations correctly.
A Technical Proof of Concept (PoC) was created by the Tieto team in collaboration with the Fazer Food Services team and with steering from the inventors of the idea. The creation of the PoC answered some questions but raised many new ones for the actual pilot. Mutual investment of time and effort into creating the PoC was the key to making it happen fast after the hackathon took place.
Amica restaurants requesting the service to be piloted in their locations following the CXHack allowed Fazer Food Services to take the next step and together with the Tieto team to run the pilot. A common difficulty with open innovation events is that there is no continuity. Concepts in many cases remain as a collection of ideas that serve more as inspiration for internal teams than as real roadmaps for innovation. Due to high interest and multiple requests from the restaurants of Fazer Food Services, the decision was made on the leadership team level to run the pilot in two selected restaurants.
3. Entering the market
In the end, the market success of the service is in the hands of the users. The customers and restaurant staff decide whether this innovation brings value to them or not. The PoC is running until midsummer. So far the guests have been gladly participating in providing contextual feedback on a daily basis, giving guidance to the restaurant staff on immediate and long-term improvements to customer service. The end result is not yet known, but we are excited to see whether this solution is scalable and able to substitute the current feedback collection process for all 1200 Amica restaurants in the Nordics.
The role of momentum in innovation is often overlooked, while the importance of resources and capabilities is sometimes overemphasised. Innovation is routine-breaking per definition; it forces you to develop new capabilities anyway. And in the modern economy you can tap into the global pool of resources through collaboration. Therefore, what you think you are currently able of, your current capabilities, should not really be a limiting factor of innovation. Momentum, however, is always needed to overcome the resistance to change and various obstacles that present themselves in every innovation process.
How to do it then? The hackathon is a great method for gaining initial momentum because it is all about enabling an energetic, enthusiastic and creative atmosphere. The challenge, of course, is to maintain that enthusiasm among different actors, whether they are external partners or different units of your firm. No one solution fits all, but rapid prototyping and getting quick customer feedback are techniques with a proven track record of keeping things in motion.
The gravitational slingshot analogy aptly illustrates how innovation depends on interactions with supportive actors. It is intended to be generalisable to any innovation process and offers a visual model for partners to discuss shared goals and potential ways to reach them. Collaboration in innovation may be tricky, but it is necessary to realise those out-of-this-world ideas.
We have four main tools in the X Hub toolbox. With these tools, we device a personalised innovation agenda proven to bring value to your business.
BIZ // X-industry workshops
Half-day hands-on business innovation workshop that brings multiple stakeholders together to produce a high-impact concepts. Facilitated by XHub experts and invited
DSGN // Design projects
World-class team to make your new business concepts come to life through cutting-edge design. Visibility and validation with customers through Tieto XHub social engagement platform.
TECH // Hackathon factory
Tieto CEM and Industrial Internet come together with start-ups and tech & design community to find new solutions in agile hands-on rapid prototyping marathons.
STRG // Digitalization canvas
Strategic communication tool, including global trends, research analysis, field study and modelling of opportunities. Innovation concepts roadmap & pilots overview.
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