Join two global customer experience leaders as they challenge the status quo—and reveal why it’s time to move on from NPS.

Customer loyalty is the lifeblood of any business—but are we measuring it correctly? For decades, Net Promoter Score (NPS) has been the go-to customer experience (CX) metric. But what if we told you that NPS might be steering your decisions in the wrong direction? 

In this webinar, Ben Motteram (CXpert) and Jaakko Männistö (Feedbackly) unpack the most common mistakes in using NPS, when it’s still useful, when it’s time to move beyond it—and how to uncover the real drivers of loyalty and growth: customer emotions.

The webinar takes place on Thursday, May 8 at 8 AM CEST (UTC +2) / 4 PM AEST (UTC +10), and will last 45 minutes.

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

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In this webinar, you will learn:

• Why does the likelihood to recommend something have nothing to do with loyalty
• Why NPS doesn’t accurately reflect a customer’s real-world behaviour, nor is it the predictor of growth it claims to be
• How to uncover the reasons behind customer behavior
• How to measure customers’ emotional experience throughout journeys

About the speakers:

BEN MOTTERAM
Founder and Principal at CXpert

Ben Motteram is a customer experience strategist with over 25 years of experience developing customer acquisition and retention strategies that have increased growth and loyalty in organisations like Telstra, Nortel, and nbn. He founded his consulting company, CXpert, in 2014 and now works with some of the world’s most recognisable brands in areas such as strategy, culture, and customer and employee experience. An internationally recognised thought leader, Ben is tertiary qualified with a Bachelor of Business and a Master of Business Administration. When not working with clients, Ben provides training and mentoring to the next generation of Chief Customer Officers and can often be found on a golf course.

JAAKKO MÄNNISTÖ
Awarded CX Leader, Founder, Researcher, CEO of 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 is also one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience. When he’s not driving innovation in the customer experience industry, you’ll likely find also him on the golf course, pursuing his passion for the game.

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

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In this webinar, you will learn what it truly means to be a customer-centric company and hear SEB’s story of implementing customer-centricity, from internal communication and teamwork to daily operations.

Date: April 2

Time: 8 am BST (UTC +1) / 9 am CEST (UTC +2) / 10 am EEST (UTC +3) (P.S. Summer time)

Running time: 45 min

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

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Customer-centricity has been a big theme in our recent webinars—and for good reason. Shifting to a customer-first approach is challenging, but crucial for staying competitive.

In this session, CX consultant and lecturer Katri Rohesalu will kick things off with a short presentation on what customer-centricity really means. Then, we’ll dive into a real-life case: SEB’s transformation journey.

Last year, SEB—one of the largest banks in the Nordics and Baltics—launched a major customer-centricity initiative. Anniki Toming, Head of Service Quality and Customer Insight at SEB Estonia, will share what worked, what didn’t, and what CX leaders can learn from the experience.

Bring your questions—or just listen in. You’re warmly welcome either way!

In this webinar, you will learn:

• What differentiates a product-centric company from a customer-centric company
• What are the main obstacles to becoming a customer-centric company
• SEB’s story of implementing customer-centricity, from internal communication to teamwork to daily operations
• What are the key takeaways from this stage of SEB’s customer experience journey

About the speakers:

KATRI ROHESALU
Founder & Consultant at Kliendikesksuse Arendus, Lecturer at Tallinn University of Technology

Katri has 28 years of experience in developing customer-centricity, customer experience, and service management. Katri believes that the vitality of every company and individual depends on the strength of their relationships with others. Therefore, she helps companies strengthen their relationships with both employees and customers by fostering a customer-centric culture through consulting and training projects. Additionally, since 2025, Katri has been teaching the course ‘Customer Experience Management’ to master’s program students at Tallinn University of Technology.

ANNIKI TOMING
Head of Service Quality and Customer Insight at SEB Estonia

Anniki has over 20 years of experience in customer service, having worked both in direct customer interactions and in leading various customer service teams and channels. Currently, she is responsible for service quality and the systematic collection and analysis of customer feedback at SEB Bank. This ensures that the voice of the customer is consistently heard and integrated into the bank’s daily operations and strategic decision-making. Anniki believes that the best customer experience is achieved through a genuine commitment to both employee and customer satisfaction.

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

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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.

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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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