Manufacturing Performance Days 2017, Tampere Hall

1. The customers
of the future
Erja Turunen
Executive Vice President,
Smart industry and energy systems
VTT Technical Research Centre of Finland Ltd​

2. Where does
the sun rise?

3. Heliocentric universe
Developed by Nicolaus Copernicus
and published in 1543

4. Speed of the
digitalization?

5. Towards the customer-centric future
Voice of the
customer
Data
Transparency
Digital
market
places
AI
Trust
Risks or
challenges
Digitalization
New business
opportunities

6. Towards the customer-centric future
Producer Customer

7. This is outcome economy
The Customer is dead, long live The Customer!

8. Outcome economy – What does it mean?
Risks of
sharing
Value of
data
Value of user
experince
VS.

9. Getting ready for
the change

10. Getting ready for the change
Understanding data
Data Reliable Relevant Correct

11. Getting ready for the change
Understanding the ecosystems
Innovation
ecosystem
Business
ecosystem

12. Winners of the future
Futuristic Open-minded Bold Trusting Agile

13. Customers of the future – Conclusions
Customers
Outcome
economy
Definition of
customer will
be changed
Change
Understanding
risks and
opportunities
Right partners

14. 14
WE MAKE IT
HAPPEN!
#VTTpeople, @VTTFinland