Leveraging artificial intelligence to gain customer insights

Published 25 February 2020
The global construction industry is at the verge of digital transformation, and Stora Enso wants to act as a leader in this change. We can only do this together with our customers and partner network. Therefore, we are looking for an external company to help us draw actionable insights from our customer feedback.

Gaining insights from customer feedback to accelerate a sustainable and renewable future

Stora Enso aims to disrupt the global construction industry with renewable materials and by bringing stakeholders to the same table. We can not do this on our own, and therefore we need to understand and draw actionable insights of our customers, partners and stakeholders at about 60 different markets globally.

One of our strategic targets is to gain 15 % of sales from new products and services, contributing to a sustainable and renewable future. To speed things up, we are looking for a partner to help us turn data into insights and trends. We are looking at a future where customer feedback can be turned into actionable insights without spending hours analysing. This is already possible in the business-to-consumer world thanks to artificial intelligence. Now, we are looking for a partner to do the same in a business-to-business environment.

Would you like to help us on our journey to become even closer to our customers and partners? Are you a professional in text mining and natural language processing? Do you have experience in mining customer feedback? Since 2015, our NPS has increased by 21 % - Could you help us stick to that trend? Update 11 March 2020: Please note that this news article was originally published during the application period which has since then been closed. We were very happy with the attention and received a large number of applications. Stay tuned as we will be looking for partners for other cases in the future!

Working together on a proof of concept

Stora Enso’s DigiFund, a resource of €10M per year helps us explore and test new technologies. Hence, this project, Customer Insight with AI, will be run as a proof of concept where we test the novel natural language processing technology as well as text mining.

Running a project as a proof of concept sets certain guidelines at Stora Enso. With a limited budget and 2-3 month’s timeframe, the project is doomed to fail, one might say. If it does fail, we learn and spread the learnings. If, on the other hand, the outcomes are promising, it is possible to apply for a further pilot project funding from the DigiFund, and later on perhaps scale-up funding, if the business case is solid.

At Stora Enso, we don’t only want to grow with our partners and customers, but we want to disrupt the construction industry together with them. If you can help us by translating customer feedback into insights, please don’t hesitate to apply and tell us more about you and your company.