The financial crisis of 2008 significantly altered countless industries and required businesses to respond to these challenges in an innovative and open manner. Finnish bank and insurance services provider Aktia responded to the challenges posed by the altered business climate by endeavoring to improve its customer service model. This was achieved by creating a new model for ensuring continued customer satisfaction by conducting regular customer interviews; this process is called Aktia Dialog.

JussiI Laitinen, the CEO of Aktia, presented the results of Aktia’s successful co-operation with Synocus, in creating the Aktia Dialog model, at Synocus’ 10th anniversary event on April 1st, 2011. Included is the PowerPoint presentation (pdf) which Mr. Laitinen presented at the event.