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Pia Kantola HMD Global Rebirth of Nokia Phones CGI Ratkaisu19

The Rebirth of Nokia Phones & Analytics Driven Customer Engagement
Pia Kantola COO, HMD Global

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Pia Kantola HMD Global Rebirth of Nokia Phones CGI Ratkaisu19

  1. 1. Rebirth of Nokia Phones and Analytics Driven Customer Engagement Pia Kantola Vice President, HMD Global Oy
  2. 2. Nokia 8 SiroccoNokia 7.1 Nokia 7 PlusNokia 3.1 Nokia 5.1 Nokia 6.1Nokia 1Nokia 8110 Nokia 2.1 We are HMD. The home of Nokia phones
  3. 3. Hello World. We are HMD. Small team managing big global business. 100Direct sales countries 70MSold phones 2017 650+Colleagues 25Announced phones 1.8BEUR revenue 2017
  4. 4. Feature phone brand globally Smart phone brand globally
  5. 5. High consumer engagement NPS Many industry and media awards
  6. 6. Reach Engage Activate Nurture Watch sponsored content Browse product pages See product videos See unboxing videos Watch user generated content Follow Nokia Influencers Chat with sales support Store finder Browse online shop Read phones reviews Join Nokia Community Forum Search Nokia phones Participate to Social discussion Register to Nokia emails Visit retail Listen product pitch Follow Nokia phones in Social Chat with Support Publish in Forum Browse Mobile app Get phone repaired Answer to CSAT survey Watch How to videos Browse digital user guides Watch marketing videos Browse Web pages Buy Nokia phone Answer to NPS survey Buy phone service Join Beta Labs Nokia phones consumer journey
  7. 7. Create data strategy Create data capabilities Collect data Analyze data Use data Monetize data Understand consumer journey Engage people From data strategy to data monetization
  8. 8. 23.1.2019 Author | Unit | Classification8 Build fast with the incremental steps, flexible tools and partner collaboration Create capabilities Collect data Analyze data Automate data Create flexible tool landscape • Data collection, storing and visualization • Data competences • Own IPR in core tools, others on-the-shelf • Real time dashboards Collect data from consumer journey steps • Web pages, e- commerce, offline retail channel, care channel, care app, NPS, social media, phone telemetry • Ensuring data quality Solve business problems • Business problem solving • Understand new opportunities • Educate people to interpret data Optimize with AI • Process optimization, automatization and data driven applications • Language processing • Phone telemetry AI
  9. 9. Use consumer data Acquisition of new consumers Retention of existing consumers Cost avoidance from support processes New data driven business models • Understand consumer interests based on their online behavior to drive e-commerce • Optimize marketing investments • Increase consumer satisfaction by helping users to get most out from the products • Recommend new solutions to consumers • Service business models that can be run natively on the phone, in app, web or other digital channels • Proactively solve customer problems based on user behaviors and product health indicators • Communicate solutions directly to consumers Revenue Marketing efficiency Retention Lifetime value Customer satisfaction Support cost Active Users New Revenue
  10. 10. Monetize consumer data Value of the Data Volume of the Data AI Services Applications Insights Processed Data Raw Data Complex Simple
  11. 11. Thank you!