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The Development of Customer Experience of Food Delivery Service in Finland : Case Company Wolt Enterprises Oy
(2020)
The concept of platform-based services has become more relevant in developed and developing markets alike and Finland is no exception. This thesis seeks to uncover the effects of customer experience strategies on the ...
E-commerce conversion rate optimization : Based on customer satisfaction and user experience surveys : Case: Company X
(2020)
The objective of this thesis was to design an e-commerce conversion rate optimization plan by conducting customer satisfaction and user experience surveys. The thesis was commissioned by a skincare online store operating ...
Service design for small equine business : case Pirholan talli
(2021)
The purpose of this study is to create a service design for company that aims to expand its business by implementing an investment for new facilities.
The objective of this case study is to develop a functional service ...
Customer Satisfaction of the Finnish Mobile Operator DNA
(2023)
DNA Plc. is a telecommunication company that has served around Finland since 2000. The company has provided mobile operation and network services and distributed digital devices around these services. Three research findings ...
Key factors in designing successful retail omnichannel
(2022)
Providing an engaging omnichannel is now a survival mandate of modern and future retail as customers engage in multiple channels and touchpoints during their shopping journey. However, many merchants are unable to provide ...
Current state and development of customer experience in the delivery process of electricity connection : case company Lappeenrannan Energia Oy
(2021)
Companies of all sectors and industries have started to pay more attention to customer experience in their operations and strategic choices. Several studies identify good customer experience to increase the number of ...
Why does business in Viet Nam need to embrace social media to understand e-consumer behaviours?
(2022)
With the significant increase in social media speed, business is now aware of applying social media in developing business, especially in supporting the understanding of e-consumer behaviours.
E-consumer behaviours are ...
Improving customer experience for international students at a rental company
(2022)
Companies have shifted into more customer-oriented thinking and customer experience is being applied more into business models. Due to the increasing numbers of international students moving to Lahti, it is important for ...
Customer Service Today and Tomorrow : a Diary-based Analysis of the Impact of Generative Artificial Intelligence on Customer Service and Service Agents’ Roles
(2023)
The purpose of the diary-based thesis was to monitor the impact of ChatGPT-type generative AI on customer service processes and on the evolving role of service agents. This investigation was carried out from three perspectives: ...
Measuring customer satisfaction to drive importance of quality and excellence in processes : case company Valmet Technologies Oy, Stock Preparation and Recycled Fiber Business Unit
(2023)
The purpose of this thesis is to improve the customer satisfaction measurement process within Valmet's Stock Preparation and Recycled Fiber Business Unit (SPR BU). Developed in collaboration with SPR BU, the study aims to ...







