Dr. Janne Ohtonen is one of the greatest talents in Customer Experience Management and renewing the ways organizations operate today. He has spearheaded the multidisciplinary field of Outside-In thinking for years, combining CEX in a holistic way to more traditional domains of managing companies. His new book on Customer Experience Innovation is a hands-on guide for business leaders targeting Customer-Centric Business Transformation. In the book he describes the techniques in detail, verified in real-life business cases. I have been honored to work with him in few of them, utilizing these techniques highly successfully.

Tuukka Heinonen Service Delivery Manager, Provad Ltd

We are using the Customer Experience Innovation framework at Fortune Rookies, and this book is extremely helpful because it gives an excellent description of the method and makes it easy to understand

Harri Kulmala Head of Operations & Strategy, Fortune Rookies

If you want to ensure long-term business success, then you will find Dr. Ohtonen’s book invaluable – a must-read blueprint for putting the customer at the heart of your organization.

Marcos Moret Managing Director, Moret Consulting

This book helped me to clearly articulate the gap between the needs of the organization and that of the customer. Dr. Ohtonen does a brilliant job in understanding and quantifying the reasons as to why having a long-term holistic view of customers’ needs is pivotal to business success.

Nelson Socorro Senior Manager – Customer Propositions

Customer Experience Innovation has opened my eyes to the problems businesses face when trying to keep customers satisfied. I would highly recommend this to anyone that wants to understand customer thought process and how to stay up to date with emerging trends.

Liam Royden

As a customer experience professional, I found this book to provide valuable insight, relevant to both the new practitioner and old hands alike. The advice it offers is both inspiring and practical, providing a toolkit for approaching customer experience evolution that can easily be adopted by any business. The author tells you why you need customer experience innovation, how you should do it and how to measure its impact and, essentially, the return on investment it provides, once you have done it. An indispensable resource for any customer focused team or individual – it’s a book you will refer to again and again!

Danielle Sheerin Senior Customer Experience Manager

Janne’s book is a fabulous dive into the world of Customer Experiences set in a hard-core business context. He methodically unpacks useful methodologies designed to tackle the most critical organizational question: how to powerfully align customers’ expectations, needs, and desires with company’s products and services. Customer Journey Mapping is given a closer look, and rightly so. A lot of the delights and challenges customers encounter can be exposed using this tool. In short, anybody who directly or indirectly depends on customers for their success – that is pretty much all of us – should find Janne’s book extremely useful.

Kamil Michlewski, Ph.D. Senior Consultant at Human Innovation

I found myself trying to adapt to the situation of the case customers and mentally to suggest what the company should have done differently or how they could have improved the customer experience. After reading this book, I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries.

Jenna Heinonen, MBA HR Professional

Janne is a coach, speaker and trainer that has been equipped with the best material and has developed the proper skill set to work with clients one-on-one, in group settings, and through workshops and seminars to visualize, create, and execute a customized leadership strategy to best fit your needs. He has been trained by the best and I know it shows.

Juan Rodolfo Zambrano Romay Consultant at Zambrano Romay & Travieso Conseillers

Close to $1million in New Revenue Were Achieved With The Secrets Revealed in The Book within Just 4 Months