In this webinar, we’ll discuss with experienced CX experts what makes a change toward a customer-centric culture difficult and how to overcome the challenges.

Date: Feb 26

Time: 8 am GMT (UTC +0) / 9 am CET (UTC +1) / 10 am EET (UTC +2)

Running time: 45 min

Can’t attend live? Register anyway, and we’ll send you a recording.

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In most of our webinars, we receive questions about the challenges of shifting toward customer-centricity—whether it’s convincing management or getting the entire team on board. Change management has also been identified in research as one of the main challenges for Customer Experience (CX) professionals. Is your business already fully customer-centric, or do you face some of these challenges too?

To help you tackle them, we’ve invited two CX experts to share their insights and real-world experiences. Kari Korkiakoski and Kristian Stolt bring extensive knowledge from working with CX development in hundreds of businesses across various industries. Highly valuable takeaways are guaranteed.

Join us to ask your questions or simply listen in – you’re warmly welcome either way.

In this webinar, you will learn:

• What are the biggest challenges CX developers face, based on research
• Why achieving customer-centricity is so difficult—and how to tackle it
• The role of monitoring in customer-centricity and change management
• Practical ways to ensure customer-centricity at the action level

About the speakers:

KARI KORKIAKOSKI
Writer, CEO and partner of Futurelab Experience

Kari is Finland’s leading expert in customer experience development, whose broad business perspective and passion for customer experience have made him a respected influencer in the field. He has authored four books, written hundreds of blog articles, and delivered dozens of keynote speeches on customer experience development. In addition to providing consulting services, Kari has co-founded new businesses and served on the boards of several companies, ensuring that the customer’s voice is included in decision-making.

KRISTIAN STOLT
CX Academy coach, COO and partner of Feedbackly

Kristian is the COO of Feedbackly and one of the head coaches at 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 are the City of Helsinki, Merck, Innovasport, the Australian Government, Stockmann, and Banregio.

This webinar is brought to you by CXforum, Carepage, Feedbackly, and Futurelab Experience.

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In this webinar, we’ll discuss with Adriana Sojda from Zendesk about how AI helps businesses enhance customer support and how anyone can get started with using AI in simple steps.

Date: Feb 4

Time: 8 am GMT (UTC +0) / 9 am CET (UTC +1) / 10 am EET (UTC +2)

Running time: 45 min

Can’t attend live? Register anyway, and we’ll send you a recording.

>> Save your free seat here

As we look ahead in 2025, one trend stands out: Artificial Intelligence (AI). Did you know that 70% of consumers see a clear gap forming between businesses that use AI well and those that don’t?

Customer support is one area where AI can greatly improve efficiency as well as customer experience, but the key to good AI usage is staying human-centric.

At our next webinar, CXforum host Evely Kaasiku will be joined by Adriana Sojda, Senior Customer Success Manager from Zendesk, to share with the CXforum audience how Nordic businesses are using AI to enhance their customer support and how you can do it, too. Adriana has also prepared useful tips to help you take your first steps with AI. So, another very practical and insightful webinar is underway!

Join us to ask your questions or simply listen in – you’re warmly welcome either way.

In this webinar, you will learn:

• How AI can enhance your customer support
• Examples of how other Nordic companies are progressing in their AI journeys
• Hands-on advice on how to get started

About the speaker:

ADRIANA SOJDA
Senior Customer Success Manager, Zendesk

Adriana is an experienced customer success professional with a proven track record in enhancing customer support experiences. Since joining Zendesk in 2021, she has played a pivotal role in guiding prominent clients, including EasyPark and Signicat, to optimize their customer service operations. Currently, Adriana is focused on empowering businesses to unlock their full potential through the integration of artificial intelligence.

This webinar is brought to you by CXforum, Carepage, Feedbackly, and Zendesk.

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In this webinar, we’ll discuss with Joonas Kekäle from Kekäle about how to inspire the team to care and create the right emotional CX.

Date: Nov 26 (P.S. New date)

Time: 1 pm GMT (UTC +0), 2 pm CET (UTC +1), 3 pm EET (UTC +2)

Running time: 45 min

Can’t attend live? Register anyway, and we’ll send you a recording.

>> Save your free seat here

We all know that 95% of purchasing decisions are driven by emotion. Is your brand evoking the right emotions?

You have the power to influence your company’s emotional experience. In fact, every employee creates emotional experiences for your customers—whether you control it or not.

Kekäle is one of Finland’s best-known retail chains, loved for its exceptional customer experience and strong commitment to sustainability. Kekäle goes beyond simply talking about the importance of caring for customers – they actively measure the emotional experience that its products and services evoke. Creating the right emotions is essential to inspire customers to purchase, return, and remain loyal.

On Tuesday, November 26, CXforum host Evely Kaasiku will be joined by Joonas Kekäle, CEO of Kekäle, to discuss their journey toward team buy-in for evoking the right emotions and to share practical tips for measuring these emotional experiences.

Join us to ask your questions or simply listen in – you’re warmly welcome either way!

In this webinar, you will learn:

• How Kekäle built a company culture where employees truly care
• What methods they use to keep motivation high for evoking the right emotions
• How they measure emotional experience and apply emotion data in practice

About the speaker:

JOONAS KEKÄLE
CEO, Kekäle

Joonas Kekäle is the CEO of Kekäle, one of Finland’s most well-known retail chains, recognized for its exceptional customer experience and commitment to sustainability. Under his leadership, Kekäle has focused on fostering a company culture where employees are motivated to deliver memorable emotional experiences to customers. Joonas is passionate about using emotional data to drive customer loyalty and improve business outcomes. He brings a forward-thinking approach to retail, continuously seeking innovative ways to connect with customers on a deeper, more meaningful level.

Founded in 1957, Kekäle has over 60 years of experience in the retail industry. The company specializes in high-quality fashion for men, women, and children, offering brands focused on both style and sustainability. Kekäle places a strong emphasis on sustainable practices, with a commitment to sourcing responsibly-made products and reducing waste across its operations.

This webinar is brought to you by CXforum, Carepage, and Feedbackly.

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