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02 Responsible CX development at Finnair - Tiina Vesterinen Finnair

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Customer Experience Professionals Association
Customer Experience Professionals Association

Finnair is committed to sustainability in its customer experience development. It considers sustainability from multiple viewpoints including caring for employee well-being, delighting all customers, and protecting the environment. Some initiatives Finnair is undertaking to be more sustainable include using newer planes like the A350 that are more fuel efficient and less noisy, minimizing waste production on flights, and encouraging customers to pack lightly. Finnair also collaborates with stakeholders on sustainability projects and enables customers and partners to support charities through its loyalty program.

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Sustainability as part of Customer Experience Development at Finnair 1 Customer Experience Day Finland 2018 Tiina Vesterinen, Director CX development
We consider multiple sustainability viewpoints, when developing customer experience at Finnair 2 Collaborating with stakeholders Caring for the wellbeing of our people Delightful experiences to all our customers Cleaner environment Our values: Simplicity, Courage, Commitment to Care
• New and cleaner technologies, e.g. A350 fleet for noise reduction and fuel efficiency • Minimizing the use of natural resources, Cleaner: we are committed to reducing our environmental impact • Minimizing the use of natural resources, e.g. packaging, waste, less weight through lighter tableware onboard • We all can make a difference by considering the weight of our baggage, when travelling 3
Collaborating with stakeholders for larger impact • Sitoumus2050, a Finnish model for implementing sustainable development • Co-operation with stakeholders, e.g. the Finnish Paralympic Committee and The Finnish Association 4 Paralympic Committee and The Finnish Association of People with Physical Disabilities • Enabling people to do good e.g. • Finnair Kitchen meals donated to Veikko and Lahja Hursti’s charity association • Roosa nauha co-operation • Enabling customers to donate frequent flyer points
Caring: taking well-being and work ergonomics into account in all development • Equality and non-discrimination in both in the air and on ground form the basis 5 • E.g. in-flight digitalization bringing great experiences for the customers and improved tools for the employees • E.g. new transfer desk for improved work ergonomics and customer experience
Design for all: delightful experiences to all our customers • Working towards accessible services for all customers including both physical and digital customer experience 6 • Proactive approach, in addition to the regulatory requirements • Design for all: great experiences for all customers, together with the customers and with a wide range of stakeholders
Case example: Onboard service and arrival videos with international sign language 8
02 Responsible CX development at Finnair - Tiina Vesterinen Finnair

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02 Responsible CX development at Finnair - Tiina Vesterinen Finnair

  • 1. Sustainability as part of Customer Experience Development at Finnair 1 Customer Experience Day Finland 2018 Tiina Vesterinen, Director CX development
  • 2. We consider multiple sustainability viewpoints, when developing customer experience at Finnair 2 Collaborating with stakeholders Caring for the wellbeing of our people Delightful experiences to all our customers Cleaner environment Our values: Simplicity, Courage, Commitment to Care
  • 3. • New and cleaner technologies, e.g. A350 fleet for noise reduction and fuel efficiency • Minimizing the use of natural resources, Cleaner: we are committed to reducing our environmental impact • Minimizing the use of natural resources, e.g. packaging, waste, less weight through lighter tableware onboard • We all can make a difference by considering the weight of our baggage, when travelling 3
  • 4. Collaborating with stakeholders for larger impact • Sitoumus2050, a Finnish model for implementing sustainable development • Co-operation with stakeholders, e.g. the Finnish Paralympic Committee and The Finnish Association 4 Paralympic Committee and The Finnish Association of People with Physical Disabilities • Enabling people to do good e.g. • Finnair Kitchen meals donated to Veikko and Lahja Hursti’s charity association • Roosa nauha co-operation • Enabling customers to donate frequent flyer points
  • 5. Caring: taking well-being and work ergonomics into account in all development • Equality and non-discrimination in both in the air and on ground form the basis 5 • E.g. in-flight digitalization bringing great experiences for the customers and improved tools for the employees • E.g. new transfer desk for improved work ergonomics and customer experience
  • 6. Design for all: delightful experiences to all our customers • Working towards accessible services for all customers including both physical and digital customer experience 6 • Proactive approach, in addition to the regulatory requirements • Design for all: great experiences for all customers, together with the customers and with a wide range of stakeholders
  • 7. Case example: Onboard service and arrival videos with international sign language 8