Starting point
The customer experience is made together
Teosto is a copyright organization for music creators, composers, and publishers. They work to ensure that music can be made as a profession and that we all can experience the power of music.
Teosto wanted to take the customer experience to the next level by inspiring all staff to be even more customer-centric. The aim was to make everyone's role more concrete and to look at the customer's perspective.
"The great tools and facilitation inspired us all to come up with ideas to improve the customer experience in a variety of ways. The workshops left a strong positive impression and a good basis to continue the development work together with all the participants."
Execution
Gamified workshops for all staff
Instead of lectures, the training sessions were actionable gamified workshops. In the workshops, the teams designed a customer experience map for different customer groups step by step, using inspiration cards. First, we jumped into the year 2025 and the growing expectations of customers. We envisioned what Teosto's customer experience will look like and where we have succeeded. From the future vision, we returned to the present day and mapped the current experience of selected customer groups through the eyes of the customer. We then moved on to formulating the target experience and prioritising concrete actions together. Finally, everyone reflected on their own role.
"It was the best training, probably ever ❤️"
End result
Engagement and desire to do more
The whole personnel's customer focus and desire to improve the customer experience were clearly strengthened by the workshops.
The workshops resulted in:
- A clear understanding of the importance of the customer experience, the common goal and everyone's role
- Easy tools and methods for customer-centric thinking and customer experience development. Easy tools and methods for customer-centric thinking and customer experience development.
Tuija Wikström
Project Lead, Customer Success Lead, CX Specialist
