Dr. Ohtonen believes that the most dramatic transformations to an organization’s profitability, efficiency and performance come through the alignment of Customer Experience with Business Processes, Enterprise Architecture, and Innovation. This requires leadership and commitment, both of which he provides expertise in. Dr. Ohtonen is a regular contributor as a Keynote Speaker to C-level roundtables, MBA courses, and international conferences. He delivers practical expertise in Customer Experience Management, Principles of Leadership, and Innovation and Change.
He has worked with well-known companies like Apple, Avios, British Telecom, Pfizer, IAG Group, Satmetrix, DST Systems, Aviva, Metro Bank, and British Airways. Dr. Ohtonen has also published several books on customer-centric business process management and capabilities. He typically engages with: