Experience Management

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.

Turning Customer Experience into Business Value

Customer Experience is a Strategic Choice: what, why, and how?

Through interviews, surveys and workshops, we engage your organisation in building a shared understanding of customers and turning insights into action.

Action planning. Ensure the right metrics and impact analyses are in place.

Solutions Tailored to Your Starting Point

Every organisation is at a different stage in its journey towards customer-centricity. That’s why we tailor our services to your current situation, strategic objectives and development needs.

Whatever your goal:

  • CX Strategy: developing or updating your customer experience strategy, maturity assessment, segmentation
  • Business Impact: quantifying and analysing business impact, CXImpact, customer value
  • Customer Research & Insight: surveys, research, Voice of the Customer (VoC), customer journeys, metrics, benchmarks, analytics
  • XM Technology & Implementation: agile or enterprise solutions
  • Managed XM Services: systematic, end-to-end programmes where we manage continuous measurement, analysis, reporting and development
  • Research & Data Management: managing customer and employee insight through research-based data

We build a tailored roadmap that supports your specific goals.

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 long-standing technology background dating back to the company’s early years, when we developed and operated our own eCrol customer relationship management system for the global needs of large project- and process-based companies. Today, we work in partnership with different technology providers and integrate data sources according to our clients’ needs. We also maintain our own CX7 calculation database for modelling the business impact of customer experience, supported by our proprietary vector database and AI.

Choose the solution that best fits your needs: Data Capture & Experience Management

ZEF: Agile XM Solution

When you need an efficient way to collect, analyse and utilise customer feedback, with rapid AI-assisted reporting and recommended actions, we recommend exploring ZEF.

We have partnered with ZEF since 2024. Together, we offer packaged solutions for organisations of different sizes, combining the ZEF platform with PBI’s insight-driven management and advisory services.

Qualtrics: Enterprise Experience Management Solution

When CX and EX are continuous, organisation-wide management processes requiring multiple data sources, integrations, automation and enterprise-wide use, Qualtrics provides a comprehensive Experience Management solution. PBI has implemented and delivered Qualtrics solutions since 2017 in Finland, the Nordic countries and across Europe.

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 integrated seamlessly with other systems and data sources.

We support our clients in designing experience management programmes, technical implementation and continuous development. We ensure that operating models support business objectives and that solutions are implemented efficiently, securely and in line with best practices. Following implementation, we can also provide ongoing advisory support to maximise the value of the platform and ensure that experience management continues to evolve as an integral part of the organisation.

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.

For more information:
Hanna Pitkänen
+358 50 3440 806
hanna.pitkanen@pbi.fi

PBI has been selected as one of the framework partners for service design expert services for the Cities of Turku and Lieto. This strengthens our position as an expert in customer-centric development and experience management, as well as a development partner for the public sector.

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.