Customer Experience has become a buzzword for marketing teams. Experience matters, but how do marketing teams impact and create experiences? We’ll talk about this and many other current topics with Marco Ferrara, Marketing Manager of UBER.
In this cozy fireside chat, we’ll discuss how to use the customer journey approach and how UBER is doing it. We’ll show practical examples of how UBER actually puts theoretical information into practice to create better experiences. And how you can do it, too!
Welcome to learn from UBER, the world’s largest ride-sharing company!
In this webinar you will learn:
How marketing teams impact Customer Experience
How to use the customer journey approach in marketing
How to use customer journey templates and turn them into impactful actions
Practical examples of how UBER is using the customer journey approach
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:
MARCO FERRARA Marketing Manager @ Uber
Engineer at heart, Marco Ferrara has always been a firm believer in adding value through analytical and data-driven Brand Marketing. His almost 10y career has started in FMCG – from food to chemicals – and has led him into the tech world, at Uber, where he has brought the same mentality of only bringing to life measurable initiatives that have an impact.
Currently leading the SCEE region, he has helped reshape the Travel Media Strategy to better fit with the real rider journey experience. He has also launched the first Brand Marketing campaigns on both Mobility and Delivery in Italy.
EVELY KAASIKU Head of community @ CXforum, CMO @ Feedbackly,
Evely is a full-stack marketing professional who has always been interested in human psychology and its impact on decision-making. She has almost 10 years of experience in marketing, which includes various experience at B2C as well as B2B. During her career, she has even led her own startup with a goal to change the world of customer feedback collection – Customer Experience has always been in her heart. Today, she is CMO at Feedbackly, the only CX platform that provides an all-in-one solution for measuring customer emotions.
If your CFO’s increasing focus on efficient growth has you worried about CX program cuts, we have some counterintuitive advice: Forget the traditional story of the ROI of CX.
Instead of trying to justify investments in your program, help build a new way to think about the economics of company growth. Reposition CX analytics as central to that critical work. How? Demonstrate that better CX data and analytics replace the high-cost aspects of customer management. Intensify your focus on customer loyalty, drive tighter team alignment, and reduce spend – finally, CX realizes its potential as a driver of efficient growth strategy.
Join our webinar with OCX Cognition co-founder, co-creator of NPS and long-time CX thought leader Richard Owen to learn how you can use Predictive CX Analytics to drive your business growth.
In this webinar you will learn:
Why CFOs and other executives don’t trust traditional CX insights
How to shift your mindset from “customer love” to “customer-centric efficiency”
How predictive CX analytics enables radically improved decision-making and elevates the role of CX
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:
RICHARD OWEN Co-creator of NPS, Author, CEO & Co-Founder @ OCX Cognition
Richard Owen has a singular professional focus: Delivering financial value through CX. He co-founded OCX Cognition to combine technology and programmatic consulting in pursuit of that goal, and now leads the company’s coordinated efforts to deliver the right solutions for its clients.
Richard’s 30-year career has centered on transforming business operations with technology, and he is one of the best-known CX thought leaders. While CEO at Satmetrix, his team led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach. With Laura Brooks, he co-authored Answering the Ultimate Question, the best-selling “how to” guide for NPS practitioners.
Black Friday is just around the corner. We all know this day is all about one-time offers, but it doesn’t need to generate only one-time purchases. The spike in customer acquisition traffic from an event like Black Friday can be much more than just a seasonal blip. Make them love you and stay with you. Exceed expectations and make them stick with you forever.
At this webinar with Anoop Teja from Netcore and Evely Kaasiku from Feedbackly, you will learn how to turn your one-time buyers into loyal customers so that you can maximize customer lifetime value. This year, make the most out of Black Friday!
In this webinar you will learn:
How to gamify Black Friday campaigns with interactive emails that your customers love (AMP)
How to proactively engage your visitors with insight-driven marketing and AI/ML to nurture them
How to leverage customer feedback in turning one-time buyers into loving loyal customers
PS! No worries if you are not able to attend in real time. Register now and we’ll send a recording afterward!
NEW! Roundtable discussion right after the webinar
Don’t forget to also sign up for the roundtable. The round table takes place right after the webinar and lasts for a maximum of 45 minutes. It is free.
At the round table, you can continue an open discussion about the webinar topic with Anoop Teja, the webinar speaker. The discussion will take place in a meeting format – all the participants are welcome to join the discussion using a microphone and camera. This is an excellent opportunity to connect with other CX and marketing professionals over a virtual face-to-face discussion. Welcome to join, ask questions and discuss!
PS! The roundtable will have only a limited amount of seats available. Apply for the spot by checking the box in the webinar registration form.
Evely is a full-stack marketing professional who has always been interested in human psychology and its impact on decision-making. She has almost 10 years of marketing experience, including various experience in B2C as well as B2B. During her career, she has also led a startup intending to change the world of customer feedback collection – CX has always been in her heart. Today, she is the Marketing Manager at Feedbackly, the only CX platform that can measure customer emotions.
ANOOP TEJA Solutions and Growth @ Netcore Cloud
Anoop currently takes care of Product Solutions, Growth and Expansion in Europe at Netcore. He helps B2B and B2C companies solve for engagement, retention, and efficient acquisition of customers with Netcore’s Customer Engagement and Experience suite. He is an experienced consultant who has a proven track record in configuring and enterprise software ecosystems. He has led many organizations with their digital transformation and transition journey. Customer centricity and generating ROI for his customers are what drive him on a day-to-day basis.
Measuring customer experience is more popular than ever and not without a reason. In the quick pace of technological development, only a very few companies can compete purely based on technology and ignore the customer. Customer experience is the new competitive edge that makes it or breaks it. If you’re reading this, you likely agree.
You also understand that Customer Experience has to be on the map of everyone in the organization. This said CX is always a change program for the entire company. But the problem is how to push that program through. You have tens of or even hundreds of stakeholders to convince and change.
To this problem, we want to offer you tools to solve it in your organization!
In this webinar you will learn:
Where does your organization need to be to tackle this problem?
Who to convince and how to sell the benefits of CX to other parts of the organization?
How do you engage all the stakeholders?
How to set the CX program and process for the change?
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:
KRISTIAN STOLT CX Academy coach, COO @ Feedbackly
Kristian is the COO of Feedbackly and one of the head coaches of the CX Academy. Kristian and his team have helped many industry leaders across the world succeed with their CX programs and become CX front-runners. Among the many, they have helped the City of Helsinki, Merck, Innovasport, the Australian Government, Banregio.
JAAKKO MÄNNISTÖ Awarded CX leader, Founder, Researcher, CEO @ Feedbackly
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, and the author of the CX handbook The Journey. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
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