Accessibility is a crucial but often overlooked aspect of customer experience. According to the World Health Organization, approximately 15% of the world’s population experiences some form of disability, and over 1 billion people are aged 60 years or over. Inclusive feedback collection is not only an ethical requirement but a business requirement for companies that want to deliver exceptional experiences.
Join us on Wednesday, 23rd August, as we are joined by Emma Goodsell, Customer Success Manager at CarePage Business, to explore the power of technology in delivering accessible and inclusive VoC programs.
This webinar will cover innovative survey platforms, interactive question formats, and accessibility features that enhance participation and engagement for all customers.
Participants will gain practical insights on leveraging technology to collect comprehensive feedback and improve inclusive customer experiences.
In this webinar you will learn:
How to identify the accessibility requirements of your target audiences
The best tools and technology to use to ensure your feedback collection is accessible
How to design accessible survey questions
The key accessibility features that enhance participation and engagement
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
Emma Goodsell Customer Success Manager at Carepage Business
Emma is a key customer success professional at CarePage Business. With her expertise in managing the rollout, training, and implementation of CarePage’s customer experience software, Emma empowers aged care providers to harness inclusive and accessible tools for tangible evidence of CX in real-time. Her passion for the aged care sector and dedication to making a meaningful difference drives her to work closely with providers, designing and developing strategic voice of customer programs that have been tailored to their unique audiences. Join Emma in our webinar as she shares insights and strategies on how to leverage technology for inclusivity and accessibility in CX measurement.
Join this webinar to learn effective approaches and strategies that help businesses to drive growth, create new innovations, and enhance customers’ experiences.
Date: Wednesday, June 21 Time: 9 AM EDT (UTC -4) / 4 PM EEST (UTC +3) Running time: 45 min
Are you continuously seeking ways to drive growth and innovation in your business while putting your customers at the center? If the answer is yes, this webinar is for you.
On June 21st, we’ll have an exciting webinar with Rachel Kaye, the Global Upstream Marketing Manager of Teleflex Medical – Urology Care, where we’ll revolutionize the way you approach business success with a strong focus on customer-centricity.
During this webinar, Rachel will guide you through the powerful strategies of Outcome-Driven Innovation (ODI) and Jobs-to-be-Done (JTBD) theory created by Tony Ulwick, emphasizing how these methodologies can help you identify and quantify your customers’ needs effectively.
In this webinar you will learn:
Identify and quantify your users’ needs using outcome-driven innovation and jobs-to-be-done theory
Bring outcome-driven decision-making into all aspects of marketing and customer experience
Understand the overserved and underserved needs of your customers
Create strategies that are agnostic to external variations in the market
Welcome to learn new ways to enhance your customers’ experiences and drive business growth!
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
Rachel Kaye Global Upstream Marketing Manager at Teleflex Medical – Urology Care
Rachel is an integral part of Teleflex’s global marketing team. She is the marketing lead for the PLM of Teleflex’s complete Urology product portfolio, which includes both products for the hospital and homecare market. As a passionate Marketeer, she prides herself on her ability to make data-driven decisions and is on a constant quest to remove bias from her work. One of the main tools for that is JTBD & ODI methodology which she uses, in some form or another, on a daily basis.
When the pandemic hit, it became quickly clear that businesses thatinvest in Customer Experience are the ones that survive and the companies that couldn’t keep up with customers’ needs are shut down. Even though we have seen some great days, the truth we all know is that challenging times haven’t ended. Your customer experience is what differentiates you from your competition, and helps your customer choose you in any market situation.
Is your business focusing on Customer Experience today? And are you doing it the right way?
At this webinar, our experts Pasi Brusi from FuturelabExperience and Jaakko Männistö from Feedbackly will help business leaders understand the role of CX in tough times and how to ensure visible results and ROI already in the short term.
In this webinar you will learn:
What is the primary goal for improving CX
Why is it especially important to focus on CX during challenging times
How does better CX improve company profitability
How to utilize CX data already today through modern technology
A practical case about how you can turn your customer feedback and CX data into measurable sales and growth already in short-term
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speakers:
PASI BRUSI Senior Consultant at Futurelab Experience
Pasi is an associate in Futurelab Experience, which is a consultancy specializing in CX strategy development. Before Futurelab, Pasi worked in various sales & marketing, and business management roles, which gave him a good understanding of the role of each organizational function in developing the customer experience. A deep understanding of customer value management, analytics, research, marketing, and loyalty programs helps to recognize different ways to take the CX to the next level.
JAAKKO MÄNNISTÖ Founder & CEO of Feedbackly, Awarded CX Leader, Researcher
Jaakko is a startup entrepreneur and an internationally awarded CX professional. Jaakko is a founder and CEO of Feedbackly, co-founder of CX Academy and CXforum. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
Join this webinar to learn Air France’s best practices on how to build a B2B customer experience program that can take your business to the next level.
Date: Wednesday, May 10 Time: 9 AM BST (UTC +1) / 11 AM EEST (UTC +3) Running time: 60 min
The CXforum audience has asked for a webinar about CX programs designed specifically for B2B businesses. We are excited to announce that at the next CXforum webinar, we will have a nice and cozy fireside chat with Lucia Terroni and Alisson Sergent from Air France Industries KLM Engineering & Maintenance to dig deep into the specifics of a B2B CX program.
At this webinar, we will discuss the story of building a B2B CX program for Air France Industries KLM Engineering & Maintenance. The webinar focuses a lot on the early phases of a CX program. However, every business is different and there might be interesting tips to learn also for advanced CX professionals.
Being in the early stages of a CX program or an experienced professional, welcome to join our chat with your questions and use a chance to learn from other CX peers!
In this webinar you will learn:
What role a CX program should play in a B2B business
How to build a customer-centric culture in a B2B business
How to build a B2B CX program from the ground up
What are the main challenges in building a CX program for a B2B business and how to overcome them
LUCIA TERRONI Head of Customer Experience at Air France Industries KLM Engineering & Maintenance
Lucia is a Head of Customer Experience at Air France Industries KLM Engineering & Maintenance. Over the past 7 years, she has held various project management positions within the Air France-KLM group, focused on the deployment of B2E/B2C/B2B CRM solutions to improve the Customer Experience. She has thrived on managing customer-oriented solutions from strategic alignment to implementation.
ALISSON SERGENT Customer Experience Manager at Air France Industries KLM Engineering & Maintenance
Alisson is a Customer Experience Manager at Air France Industries KLM Engineering & Maintenance and she’s also part of the Continuous Improvement team. She has many years of experience working in the airline and maintenance industry and is nowadays an AFI Material & Services Directorate. She has been working with different CX roles at Air France KLM for the past five years.
So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly, for most organizations, the “VoC Engine” (to use a Jeanne Bliss term) has become tremendously out-of-date.
It’s time for a series tune-up! As service leaders, there is almost nothing more important we can do for the business than effectively capturing the customer’s voice throughout their journeys and driving meaningful change with it. This session with CX Accelerator will equip you with a new mentality and new tools when it comes to all things customer feedback!
In this webinar you will learn:
How to modernize your VoC initiative to “listen where your customers are talking” throughout your customer journey
Establishing a centralized “VoC Engine” that is capable of accelerating CX transformation
How to create journey maps that are NOT a dead end
Connecting employees to customers in exciting ways
The critical importance of community as a listening vehicle
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
NATE BROWN Co-Founder of CX Accelerator
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
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