Openet hires Ohtonen in CEM role

Ohtonen (pictured) was previously head of customer experience and engagement at Avios Group. Other companies he’s worked for include as Apple, British Airways, British Telecom and Satmetrix.

An NPS expert, he helped develop BT Business’s NPS programme and worked at Apple Premium Retail Stores to improve its NPS score.

In his new role he will oversee the global development and business performance of Openet’s CEM proposition. Ohtonen will also be responsible for helping CSPs better serve customers; improving their NPS, customer effort and customer satisfaction scores.

He said: “There is no better time than now to focus on CEM. There are so many opportunities for smarter engagement with customers and telcos have a great opportunity to increase NPS and drive new revenues. But despite telcos becoming more concerned for their customers, they are having difficulty aligning their strategy to combine IT systems, business processes and customer experience to boost customer satisfaction and advocacy.”