Our customer promise
We help organisations understand the business impact of experiences and turn insights into impactful actions.
Experiences should not merely be measured and reported – it is needed to understand what drives business outcomes, what should be improved, and which actions will have the greatest impact.
PBI combines research, service design, experience management, and analytics to support business growth. We are not just a research agency, service designer, XM (Experience Management) provider, or analytics company – we are a combination of all of these.
With over 20 years of experience, we help organisations turn customer, employee, and business data into a competitive advantage. We help identify growth opportunities, benchmark performance, uncover the root causes of business outcomes, and assess the impact of development initiatives. The goal is to understand what is happening, why it is happening, and what should be done next.
In our expert services, we combine service design, research evidence, experience management, and business analysis into practical recommendations and solutions that deliver measurable value.
Outstanding customer experience
Customer experience is a strategic choice: what, why, and how?
Customer centricity is developed together: interviews, surveys, and workshops
Prioritisation of actions and impact analyses
Solutions tailored to your organisation’s starting point
Every organisation is at a different stage in its journey toward more customer-centric operations. That is why we tailor our services to your current situation, strategic objectives, and development needs.
Whether your goal is to:
- create or update your customer experience strategy
- develop your experience management program
- deepen customer and employee understanding
- select the right metrics, data sources, and technologies
- demonstrate business impact
we build a path forward that supports your specific objectives.
Market-leading solutions
Our starting point is always the business need – not the technology. We develop customer and employee experience management independently of the platform and tailor solutions to the organisation’s objectives, industry, and needs.
PBI has a technology background dating back to the company’s early decades, when we used our own eCrol survey system to serve the global needs of large process-industry companies. Today, we work through partnership models with different vendors and combine data sources according to each client’s preferences. We also maintain our own CX7 calculation database, which we train using AI.
PBI is a certified Qualtrics partner since 2017
Qualtrics is one of the world’s leading experience management and research platforms, enabling organisations to measure, analyse, and improve customer, employee, and stakeholder experiences. The platform is GDPR-compliant, scalable, and can be seamlessly integrated with an organisation’s other systems and data sources.
As a certified Qualtrics partner, we help our clients design experience management programs, implement the technology, and continuously develop their solutions. We ensure that measurement and management models support business objectives and that solutions are implemented efficiently, securely, and in line with best practices.
Our experts hold certifications in areas including:
• Experience Management Specialist
• Customer Experience Technology Consultant
• Employee Experience Engage Technology Consultant
• Employee Experience 360 Specialist
We also support our clients after implementation in an advisory role, ensuring that they get the most out of the platform and that experience management continues to develop as part of the organisation’s operations.
What about SMEs or public-sector organisations?
We partner with large international organisations, SMEs and public-sector organisations in Finland and internationally.
PBI has been selected as one of the framework agreement partners for service design expert services for the cities of Turku and Lieto. The selection reinforces our expertise in customer-centric development, service design, service experience management, and the renewal of public-sector operations.
Cases
Vestas
Enhancing Global CXM Processes
Since 2021, Vestas, a global leader in wind energy solutions, has partnered with PBI to advance, streamline, and harmonise their global Customer Experience Management (CXM) processes and elevate the maturity across all regions.
Leveraging PBI’s expertise in the Qualtrics platform and strategic CXM development, Vestas has established a systematic CXM process and ensured improved analytics capabilities.
Together, PBI and Vestas continue to drive excellence through data-driven strategies.
ANDRITZ
Turnkey solutions and long-term partnership
Since 2005, PBI has served as a trusted long-term partner for ANDRITZ, a global leader in process technologies and equipment.
PBI delivers end-to-end CX program for ANDRITZ. Leveraging our deep expertise in the B2B industry and research-based insights, we deliver actionable recommendations tailored to ANDRITZ’ needs.
Our approach goes beyond one-time projects. By fostering long-term collaboration, PBI dives deeply into the customer’s businesses, continuously providing insights to improve their performance.