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.
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.
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.
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.
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.
Ever wondered what sets top performers in Customer Experience (CX) apart? So did we! That’s why we conducted the Future CX Outlook Research across various industries and company sizes globally. It’s time to reveal the insights.
Our research not only maps out the future direction of the CX industry but also provides highly valuable insights into how CX programs vary across different industries in terms of budget, data collection, data usage, and much more. Would you like to know how top performers put their customers at the heart of their strategy and stay ahead of the competition?
Join us on May 29 when Kristian Stolt, CX Academy coach and COO of Feedbackly, reveals what makes front-runners stay ahead in CX, and how you can do it, too.
In this webinar, you will learn:
Everything about CX budgets: How large they are, how they are allocated, and the current trends.
Leadership in CX programs: Who leads them and how this ownership impacts results
Challenges and Opportunities: What are the main challenges and opportunities in CX today that you should be aware of
Industry Trends: What trends industry leaders in CX are investing in right now
About the speaker:
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.
Over the last few years, there has been a lot of talk about generative AI and its potential to improve customer experience (CX). But in what ways, and most importantly, how do you get started?
To begin harnessing the benefits of generative AI, it’s essential to understand what it is and how it can streamline processes, personalize interactions, and help your agents save the time spent per ticket. At this webinar, we will delve into the most important aspects that all CX and customer service managers should know. It’s time to move beyond the AI hype and focus on its practical side.
Join Zendesk EMEA CTO Matthias Göhler in a fireside chat with CXforum’s Evely Kaasiku to explore the transformative power of generative AI. Welcome to join us to ask your questions or to simply listen.
In this webinar you will learn:
Dive into the practical applications of generative AI and discover how it can boost agent efficiency and elevate customer interactions
Explore diverse ways AI can enhance chatbot interactions, create and refine knowledge bases, streamline call and ticket summaries, and more
Learn how your organization can get started with generative AI or improve the efforts you already have in place
About the speakers:
MATTHIAS GÖHLER Chief Technology Officer of Zendesk, EMEA
Matthias Göhler joined Zendesk in October 2021 as the EMEA Chief Technology Officer. He is passionate about helping brands realize their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty.
Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice.
Based in Mannheim, Germany, Matthias also volunteers his time as a coach for various start-ups and social projects.
EVELY KAASIKU (fireside chat moderator) Chief Marketing Officer of Feedbackly, Community Manager at CXforum
Evely is a full-stack marketing professional who has always been interested in human psychology and its impact on decision-making. With over 10 years of experience in marketing, she has gained extensive experience in both B2C and B2B. During her career, she has also led a start-up intending to change the world of customer feedback collection – CX has always been in her heart. Today, she is the CMO at Feedbackly, the only CX platform that focuses on measuring customers’ emotional experiences.
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