Customer experience has become pivotal to all operations, irrespective of the industry. It has changed the name of the game also in B2B, where digitalization delivers measurable data and significant competitive advantage. Lamia, a Finnish digital growth partner, wants to direct clients into recalibrating their operations.
“In many cases, companies want to digitalize their business processes to match their existing operating models. Instead of that, companies should take a step back and look at why they are doing things the way they are doing them—from the standpoint of customer experience and processes. This is the moment that can provide a sustainable basis for future development. Machine learning and other improvements cannot be applied if the basics are not in order,” says Lauri Järvenpää, co-founder and development manager at Lamia.
According to Järvenpää, Lamia’s story originated from painful online store experiences, which Lamia was determined to make more customer friendly. Lamia’s range of services quickly expanded from online stores to more comprehensive digital development projects. Service design is at the core of all activities. Lamia’s clients include medium-sized and large Finnish companies, such as ST1, Yliopiston Apteekki/University Pharmacy, and Mehiläinen. The company is on a growth trajectory: during 2020, the year of the coronavirus, Lamia recruited 30 new talents and it continues to grow this year as well.
“Our growth indicates that we are doing things right.”