CX Day 2018 (2.10.2018) @ Finnair

1. Sustainability as part of Customer Experience
Development at Finnair
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Customer Experience Day Finland 2018
Tiina Vesterinen, Director CX development

2. We consider multiple sustainability viewpoints, when
developing customer experience at Finnair
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Collaborating with
stakeholders
Caring for the
wellbeing of our people
Delightful experiences
to all our customers
Cleaner
environment
Our values: Simplicity, Courage, Commitment to Care

3. • New and cleaner technologies, e.g. A350
fleet for noise reduction and fuel efficiency
• Minimizing the use of natural resources,
Cleaner: we are committed to
reducing our environmental impact
• Minimizing the use of natural resources,
e.g. packaging, waste, less weight through
lighter tableware onboard
• We all can make a difference by considering
the weight of our baggage, when travelling
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4. Collaborating with stakeholders
for larger impact
• Sitoumus2050, a Finnish model for implementing
sustainable development
• Co-operation with stakeholders, e.g. the Finnish
Paralympic Committee and The Finnish Association
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Paralympic Committee and The Finnish Association
of People with Physical Disabilities
• Enabling people to do good e.g.
• Finnair Kitchen meals donated to Veikko and
Lahja Hursti’s charity association
• Roosa nauha co-operation
• Enabling customers to donate frequent flyer points

5. Caring: taking well-being and work ergonomics into account
in all development
• Equality and non-discrimination in
both in the air and on ground form the
basis
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• E.g. in-flight digitalization bringing
great experiences for the customers
and improved tools for the employees
• E.g. new transfer desk for improved
work ergonomics and customer
experience

6. Design for all: delightful
experiences to all our customers
• Working towards accessible services for all
customers including both physical and digital
customer experience
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• Proactive approach, in addition to the
regulatory requirements
• Design for all: great experiences for all
customers, together with the customers and
with a wide range of stakeholders

7. Case example: Onboard service and arrival videos with
international sign language
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