Creating an Innovation Ecosystem in Urban Helsinki for Superior Customer Experience

Abstract

The aim of this paper was to contribute to the need for new ecosystems and click and collect delivery development for urban customers We conducted two pilots for evaluating new solutions to enhance customer experience. Robotics and greenhouse pilots created a positive customer and ecosystem participants feedback. Moreover, new click and collect delivery method with robotics increased our knowledge about robotics possibilities and challenges as a delivery service. Our attempt was to fulfill a recognized research gab in this named area. Our study contributed to the ecosystem and partner integration theme. The study underscored the need for a common digital interface for ecosystem actors to operate effectively. Moreover, when piloting new technologies, ecosystems’ common aims and wants should be discussed profoundly to advance ecosystems’ wellbeing.