Free Webinar: How to Transform Your Customer Support With Human-Centric AI

by Evely Kaasiku | Jan 8, 2025 | General, Webinar

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

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

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Fireside Chat With Kekäle: How to Inspire Team Buy-in for the Right Emotional Customer Experience

by Evely Kaasiku | Oct 31, 2024 | General, Webinar

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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Fireside Chat Webinar With Max Ekman: The Secret to CX Success — Finnair’s In-Flight Experience

by Evely Kaasiku | Oct 15, 2024 | General, Webinar

The webinar replay is now available! In this webinar, we’ll discuss with Max Ekman from Finnair what makes this leading Nordic airline’s in-flight customer experience stand out and how they have achieved it.

Date: Oct 30

Time: 9 am GMT (UTC +0), 10 am CET (UTC +1), 11 am EET (UTC +2)

Running time: 45 min

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

>> Enjoy your free replay here

Being more than 100 years old, Finnair is one of the world’s oldest operating airlines. It is known for its iconic brand and top-tier services. As a leading airline in the Nordics, its Customer Experience (CX) Program is a benchmark of success.

On October 30, CXforum host Evely Kaasiku will be joined by Max Ekman, Quality & CX Manager in Finnair, with a focus on in-flight experiences, to explore the key elements that make their CX program stand out. Welcome to join us to learn about the strategies and innovations behind Finnair’s CX success, and discover how they continue to set new standards in in-flight customer experience.

In this webinar, you will learn:

• How Finnair captures customer feedback to measure experiences across customer journeys
• Their processes for turning feedback into action and impactful outcomes
• How they educate and empower their team to constantly deliver top-tier experiences

About the speaker:

MAX EKMAN
Quality & Customer Experience Manager, Finnair

Max is a seasoned customer experience professional in the aviation industry and a partner at a dynamic design firm based in Helsinki. He has extensive experience in customer experience development, change management, and leadership. With nearly 20 years at Finnair, his expertise in aviation is exceptional. Currently, he serves as the Quality & Customer Experience Manager at Finnair, with a focus on in-flight experiences.

Finnair is the national airline of Finland, founded in 1923, making it one of the oldest airlines still in operation. It operates both domestic and international flights, connecting Finland to key destinations in Europe, Asia, and North America. Known for its commitment to quality service and customer experience, Finnair is also recognized for its focus on sustainability and innovation in the aviation industry.

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

Get your free replay here:

Free Webinar: How Stockmann Takes Action on Customer Emotions to Improve CX

by Evely Kaasiku | Sep 11, 2024 | General, Webinar

The webinar replay is now available! In this webinar, we’ll explore how Stockmann, a leading Nordic retailer, uses customer emotional feedback to enhance customer experience and fuel business growth.

Date: Oct 1

Time: 9 am BST (UTC +1), 10 am CEST (UTC +2), 11 am EEST (UTC +3)

Running time: 45 min

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

>> Enjoy your free replay here

Measuring customer emotional experiences is one of the most exciting trends in the CX industry. In response to requests from the CXforum community, our next webinar will discuss and show more examples of how customer emotional feedback can be applied in practice. And what better way to explore this than by learning from a leading retailer!

Join us on October 1 for a webinar with Harri Nieminen, Head of Customer Experience and Insight at Stockmann. We will discuss how they measure and use customers’ emotional experience data. The main focus of the webinar will be on exploring how emotional feedback is integrated into their processes to improve CX and drive business results.

At this webinar, you will:

• Discover how Stockmann measures customer emotional experiences
• Explore various practical examples of acting on emotional feedback
• Learn the impact Stockmann has achieved through emotional insights

About the speaker:

HARRI NIEMINEN
Head of Customer Experience and Insight at Stockmann

Harri is an experienced professional in Service Design and Customer Experience, based in Helsinki, Finland. He has had an extensive and interesting career as an in-house service designer, service design consultant, and leader of service design teams, and developer of business and customer experience. Previously he has worked for companies like OP Financial Group, K-Group, Holiday Club Resorts, and Kuudes Design Agency. Currently, he is the Head of Customer Experience and Insight at Stockmann, an international premium retailer. He speaks frequently about design and customer experience in different kinds of events and is active on social media (@harrimatias).

Stockmann Group owns about 460 stores and has operations in 19 countries. Stockmann is one of the biggest retailers in Finland offering a diverse and high-quality selection of fashion, beauty, and home products for a wonderful everyday life.

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

Get your free replay here:

Free Webinar: Integrating NPS and Customer Emotions for Leveling Up CX Insights

by Evely Kaasiku | Jun 6, 2024 | General, Webinar

The webinar replay is now available! Learn how measuring NPS alongside customer emotion data can elevate your CX insights to the next level.

Date: June 19

Time: 9 am BST (UTC +1), 10 am CEST (UTC +2), 11 am EEST (UTC +3)

Running time: 45 min

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

>> Enjoy your free replay here

The latest Future CX Outlook research shows that the Net Promoter Score (NPS) remains the most used Customer Experience KPI. However, many CX professionals globally have stated that measuring only NPS is not enough. NPS is a powerful tool, but to truly capture the voice of the customer, we need to delve deeper into their emotions.

Join us on June 19, when we’ll discuss with Jaakko Männistö, globally awarded CX leader and CEO of Feedbackly, how to improve the quality of your CX insights and make them more actionable by integrating NPS with customer emotional experience data.

In this webinar, you will learn:

• The synergy between NPS and customer emotions: Learn how combining these insights can provide a comprehensive view of customer satisfaction.
• Actionable strategies: Discover techniques to effectively integrate emotional feedback into your CX programs.
• Practical examples: See how to leverage this holistic approach in practice to drive customer loyalty and business growth.

About the speaker:

JAAKKO MÄNNISTÖ
Awarded CX Leader, Founder, 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 is also one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.

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

Get your free replay here: