Changing the paradigm

Monika has led different teams, business areas and segments for almost 20 years. For 12 years she worked in the group now known as Telia, where she led the B2C and B2B business management unit. The unit was responsible for creating, launching and introducing new products and services and for managing the whole product life cycle through profitability and customer satisfaction.

Teams led by Monika have developed portals, self-service channels, websites, TV services, smartphone apps, devices and printed materials. She co-founded and led Telia’s user experience team in 2012–2016. Monika has also led customer experience units in the logistics and medical sectors.

In recent years Monika has focused on advising on and testing the full user experience chain, and on coaching companies and teams.

Enn is an experienced leader, team trainer and supporter of leadership development. He has been head of IT and product development and head of key account management at Telia, a management board member and head of development at Eesti Telekom, chairman of the supervisory board of IT Koolituskeskus OÜ, a management board member of IT Demokeskus and a supervisory board member of the Look@World Foundation. Before that, Enn led MicroLink, a leading Estonian technology company, for many years.

In recent years he has focused on coaching teams in different companies.

As a development partner and trainer, Haide has supported the growth of organisations, teams and leaders for over 20 years. She has long experience as a development trainer for top and middle managers, a facilitator of business topics and a guide to organisational culture development. She has herself been the CEO of a professional services company, a head of business and an entrepreneur.

Haide is a practitioner who prefers a needs-based approach. She draws on a toolkit gathered over the years, including her education as a psychologist, training as a communication trainer, regular coaching courses and several long-term therapy trainings (systemic family therapy, solution-focused brief therapy, process work, psychodrama). For years, Haide has trained and supported leaders in applying a coaching leadership style.

In recent years her main topics have been related to mental health: stress management, developing emotional resilience and preventing burnout. Haide has trained as a meditation teacher and is a certified teacher of the mindfulness-based stress reduction programme MBSR.

Reet is a process-oriented psychologist and coach with international experience, who has spent over 20 years supporting the development of leaders and organisations as an HR manager, a company management board member and an external consultant.

She has international experience in business development with the European Commission in Kosovo and experience as a process-oriented therapist in the USA.

Tiivi’s passion is building brand experiences across the whole customer journey. She has over 25 years of experience in brand, marketing, communication and customer experience management.

Tiivi has led an international marketing team at Eesti Energia, responsible for marketing in five countries (Estonia, Latvia, Lithuania, Poland and Finland). She has provided strategic advice at Havas Group, supporting brands such as ABB, Credit24, Eften Group, Nordica, Liviko, Starman and Prike. For 15 years Tiivi worked at Telia and its predecessors in both marketing and brand development. She led, for example, the creation and repositioning of the Elion brand, the launch of the Telia brand and the launch of Enefit in Eesti Energia’s home markets. Her experience also includes the retail offering of Enefit Green.

Today Tiivi focuses mainly on helping companies translate business strategy into brand strategy, prepare services for go-to-market and create employer brand strategies.

Kuldar has 15 years of experience in process management, quality management and introducing customer feedback systems at Telia, MicroLink and Eesti Post.

For over 10 years he has been developing his own company, Recommy, which develops, implements and advises on customer feedback systems. Since 2013 Kuldar has offered quality management consulting, focusing on the conscious management of customer experience in organisations. Recommy has over 100 regular clients in the Baltics and Scandinavia, in both the public and private sector.

Rain is a practitioner of strategic management and change who has led change both in international technology business and in the Estonian public sector. He has led Microsoft Estonia and chaired the management board of the Estonian Health Insurance Fund, where, under his leadership, service-based management and data-driven management models were introduced.

Rain helps organisations think through their services and processes, set clear roles and metrics, and connect strategy with everyday management. His strength is data storytelling: numbers become a story that supports better and more transparent decisions.

Marko is a thinking partner for companies and organisations looking for a fresh direction, wanting to resolve a difficult situation or improve how they work. He combines creative thinking, science-based approaches to management and practical experience.

• Strategic management practitioner – Chief Strategy Officer (CSO) of Elora Keila Hospital
• Healthcare system leader – management roles at the Estonian Health Insurance Fund in 2017–2026 in partnerships, medicines and medical devices
• International business experience – sales manager and member of the local management team at Boehringer Ingelheim
• Science-based thinking partner – draws on self-determination theory, the job demands-resources model and the principles of systemic and coaching leadership

His focus is on strategy and its execution, organisational development, solving complex questions and being a thinking partner in leadership.

Paul is an expert in strategic management, marketing and customer experience who has held leading positions at Telia, Lux Express and Enterprise Estonia (EAS). He has developed customer-centred services and led the creation of Estonia’s country brand.

Paul combines strategic thinking, an understanding of customer needs and creativity with business results – in both the public and private sector.

• Expert in strategic management and customer experience – management experience at Telia and Lux Express
• Leader of Estonia’s country brand development – head of marketing and communication at Enterprise Estonia
• Service design and business development practitioner – experience in shaping customer-centred services and new business solutions