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Former BT, Apple Exec Dr. Janne Ohtonen to Head Openet's CEM Group

Former BT, Apple Exec Dr. Janne Ohtonen to Head Openet's CEM Group Image Credit: Openet

Openet has appointed Dr. Janne Ohtonen as its Director of Customer Experience Management (CEM).

The global leader in the supply of real-time BSS and customer engagement systems said that the senior strategic hire will be instrumental in helping the company to achieve its vision to become a leading Digital Customer Experience (CEX) enabler. Janne whho holds a PhD, Masters and Bachelor’s degree from the University of Turku in Finland, brings wealth of experience in CEM to his role at Openet.

Prior to joining Openet, Ohtonen was head of customer experience and engagement at Avios Group and he has also worked in Apple, British Airways, British Telecom and Satmetrix.Studying under Fred Reichheld, the creator of the Net Promotor System (NPS), Janne is also one of handful people worldwide with the authority to certify on NPS. He was instrumental in the development of BT Business’s NPS programme and assisting Apple Premium Retail Stores in improving their NPS score. 

Openet’s evolving shift towards enhanced CEM is enabling telcos to shift their focus from network and IT centricity to a more customer-centric view. Janne’s appointment further enhances Openet’s ability to offer CEM consulting alongside its front-end and back-end technologies, said Openet.

An essential part of Janne’s role will be to oversee the global development and business performance of Openet’s CEM proposition. He will also be responsible for helping CSPs better serve customers; improving their NPS, Customer Effort and Customer Satisfaction scores.

Dr Janne Ohtonen, Director of CEM, Openet
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. Openet is ideally placed with their agile, real-time solutions and expertise to enable customers to be in control and have personalized services enabled in real-time direct to the device. I’m excited for what’s to come.

Niall Norton, CEO, Openet 
However, we’re fully aware that it’s the people within a business that make it a success. Janne not only brings unrivalled CEX and CEM experience to Openet, but he also brings a fresh perspective that will help us realize our vision to be a leading Digital Customer Experience (CX) enabler.

Author

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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