Maarit Kivinen
Your aide in customer experience
I offer pragmatic human-to-human consulting for measuring and managing B2B customer experience, based on 15 years of in-house experience in large global companies.
I have worked on long term vision as well as concrete hands-on practices in CX measurement and management. I have also faced and tackled all the typical challenges in the field.
Recognition on my systematic approach has been received through feedback from CX practitioners in peer to peer benchmarking meetings, an award in International Customer Experience Awards contest, as praise from internal and external auditors e.g. ISO certification, and as feedback from colleagues representing various functions in the companies I worked for.
Aide (noun): an assistant to someone who has an important job, especially in government or in the armed forces (Collins).
How I approach…
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Bondata Tutkimuspalvelut webinar on state of customer experience management in Finland 2026 (webinar in Finnish)
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CX Whisperer: Edition 2 (CX Agency / Anna-Maija Tanninen)
Feedback on my work
"Framework could easily benchmark against top-tier global organizations in CX governance and transformation”
“The company demonstrates an exceptional, structured approach to embedding CX into its DNA”.
“You provided evidence of a mature operating model, with clarity on processes and strong organizational alignment”
“Your team manages the best processes in the whole company”