Free Webinar: How to use automation throughout the customer journey to increase profits

Free Webinar: How to use automation throughout the customer journey to increase profits

Join this webinar to learn how to use marketing automation to turn your customer feedback into revenue throughout your entire customer journey

Date: Wednesday, June 1
Time: 9 AM EDT (UTC -4)/4 PM EEST (UTC +3)
Running time: 45 min

>> Save your free seat here

More than ever before people are used to getting what they want now. The pace of life is getting faster and this also has an impact on how your customers behave and what they expect from you. The only way to engage with your customers at the correct time and place, and therefore provide them with a personalized Customer Experience is to use marketing automation.

At this webinar, we will open up more about how you can use marketing automation to collect as well as use your customer feedback. Nowadays, marketing automation has become an essential part of a CX infrastructure. Save your free seat here and join us on June 1st to learn how to do it the right way!

In this webinar you will learn:

  • Why and how to use marketing automation as part of your CX infrastructure
  • How to use marketing automation to drive business and engage your customers throughout the customer journey
  • How to automate the measurement of the entire customer journey
  • Practical examples of how to utilize customer experience data at different points of the customer journey to maximize profits
How to use automation throughout the entire customer journey to increase profits

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:

JOHANNA HÖGLUND
Sales and CX Professional, Regional Sales Director @ APSIS

Johanna is a sales professional with a passion for people and customer success enablement. She has long experience in sales, customer success management, and business development in various industries from logistics to network marketing and pharmaceuticals, and the past decade working with sales in different positions within the digital marketing software industry.

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.

This webinar is brought to you by CXforumCarepageFeedbackly, and APSIS.

Save your free seat here:

Free Customer Journey Map Template – Used and Loved by Thousands of Companies Globally

Free Customer Journey Map Template – Used and Loved by Thousands of Companies Globally

Every business wishes to provide people with products and services that they find valuable. To make it happen, your existing and potential clients need to find your product and the product needs to provide them with value – that makes sense, right. By mapping and understanding your customers’ journey, you can do exactly these two things mentioned – you will know where to find your customers and you will know how to provide them value.

Customer Journey is a structured overview of each buying stage your customer goes through from finding information about your products or services to purchasing them and coming back for more.

Stages of a typical eCommerce customer journey could be Awareness, Consideration, Purchase, Delivery, Product/Service, and Loyalty. The exact journey steps vary based on your business type (brick-and-mortar, B2B, etc.).

Pro tip! Always remember to approach the journey mapping from customers’ eyes – what are the stages that your customers go through in a buying process.

Next, you would need to map a couple of aspects for each stage that will give you the perfect overview of how you can provide your customer with the best possible products/services and Customer Experience as a whole. Luckily, there is no need to invent the wheel, because there is an existing ready-made Customer Journey Map Template that you can very easily fill up with your business information and you are ready to rock!

This free Customer Journey Map template helps you map your:

  • Customer goals and activity
  • Customer touchpoints with your business
  • Customer feedback collection methods and KPIs
  • Company goals and activity
  • Challenges and the main KPI for each customer journey stage
  • Ownership of processes

Thank you Feedbackly, for sharing this very highly valuable document with us. This template is used by thousands of CX and marketing professionals around the world. We hope you will find it useful, too!

Download your free Customer Journey Map Template here:

Virtuaalinen takkakeskustelu Stockmannin kanssa: Tunnekokemus – mikä, miten ja miksi? (in Finnish)

Virtuaalinen takkakeskustelu Stockmannin kanssa: Tunnekokemus – mikä, miten ja miksi? (in Finnish)

Liity seuraamme rentoon takkakeskusteluun kuulemaan, miten ja miksi Stockmann, yksi Suomen suurimmista vähittäiskaupan toimijoista, mittaa tunnekokemusta.

Milloin? Tiistaina 29. maaliskuuta 2022 klo 16:00
Missä? Verkossa
Kesto: 60 min

>> Varaa maksuton paikkasi täältä

Tunnekokemuksen on todettu olevan käänteentekevä sitä mittaaville yrityksille. Asiakaskokemuksen ja markkinoinnin ammattilaiset ovat entistä kiinnostuneempia oppimaan, kuinka he voivat mitata ja hallita asiakkaiden tunteita.

Tästä syystä kutsuimme Sara Toivakaisen, Stockmannin Chief Customer Experience Officerin istumaan alas kanssamme ja keskustelemaan tarkemmin siitä miksi Stockmann mittaa tunnekokemusta, kuinka he sitä mittaavat ja millaisia vaikutuksia tunnekokemuksen mittaamisella on havaittu sekä asiakaskokemusstrategian että liiketoiminnallisten tulosten näkökulmasta. 

Otamme kysymyksiä vastaan myös yleisöltä, joten olet lämpimästi tervetullut osallistumaan keskusteluun ja hyödyntämään mahdollisuutesi esittää myös kysymyksiä. 

Keskustelun chattia moderoi Feedbacklyn Jaakko Männistö. 

Tule kuulolle tai osallistu mukaan keskusteluun esittämällä päivän polttavia kysymyksiä asiakkaiden tunteiden mittaamiseen ja hallintaan liittyen. Tervetuloa!

>> Varaa maksuton paikkasi täältä

Keskustelijat

SARA TOIVAKAINEN

Stockmannin Chief Customer Experience Officer, (M.Sc.)
Sara on pitkän linjan asiakas- ja työntekijäkokemuksen ammattilainen sekä tietojen käsittelyopin maisteri, joka on innostunut muotoiluajattelusta. Saran intohimo on tehdä aidosti ihmiskeskeistä liiketoimintaa, asiakaskokemuksen optimointi ja asiakas- ja yritysarvon maksimointi. Sara on myös Stockmannin johtoryhmän jäsen. Sara ja Stockmann ovat olleet tiiviisti mukana kehittämässä Emotional Value Index (EVI®) – tunnemittarin mittausmetodologiaa.

Stockmann Group:illa on noin 460 myymälää ja omaa toimintaa 19 maassa. Stockmann on yksi Suomen suurimmista vähittäiskaupan jälleenmyyjistä, jonka valikoimiin kuuluvat monipuoliset ja laadukkaat muodin, kauneuden- ja kodintuotteita.

JAAKKO MÄNNISTÖ

Palkittu CX johtaja, Feedbacklyn toimitusjohtaja, CX Forumin Co-Founder
Jaakko on startup-yrittäjä ja kansainvälisesti palkittu asiakaskokemuksen mittaamisen ammattilainen kasvuyhtiö Feedbacklyssä sekä Suomen suurimman yrittäjien digitaalisen yhteisön Yrittäjä.io:n perustaja. Hän on myös Emotional Value Index eli EVI® -mittariston kehittäjä ja tunnemittaamisen globaali edelläkävijä sekä yksi CX Forumin perustajista.

Varaa maksuton paikkasi täältä:

Virtual Fireside Chat with Stockmann: Emotional Experience – What, How, Why

Virtual Fireside Chat with Stockmann: Emotional Experience – What, How, Why

Join us for a cozy fireside chat to learn how and why Stockmann, one of the biggest retailers in Finland, is measuring Emotional Experience

Date: Wednesday, March 30
Time: 9 AM EDT (UTC -4)/4 PM EEST (UTC +3)
Running time: 60 min

>> Save your free seat here

PS! On March 29th takes place a fireside chat with Stockmann in the Finnish language. Learn more about it here.

Emotional Experience is found to be a game-changer for businesses measuring it. CX and marketing professionals are interested more than ever before in learning about how they can measure and manage customers’ emotions.

This is why we invited Sara Toivakainen, Chief Customer Experience Officer at Stockmann, to sit down with us for a cozy fireside chat where we will discuss why Stockmann is measuring Emotional Experiencehow they are measuring it, and what has been the impact on their CX program as well as on the business results.

We’ll also be taking questions from the audience – welcome to join and ask your questions! The chat will be moderated by Evely Kaasiku from Feedbackly.

Welcome to join us and use a chance to ask questions from a CX colleague with experience in measuring and managing customers’ emotions, or join us to listen only.

>> Save your free seat here

Firesiders

SARA TOIVAKAINEN

Chief Customer Experience Officer at Stockmann
Customer & Employee Experience professional, Master of Science in Knowledge Management, design thinking enthusiast. Sara’s passion is to truly do people-centric business, optimize customer experience and maximize customer & business value creation. At the moment, she is a part of the leadership team of Stockmann, one of the biggest retailers in Finland. Sara and Stockmann have been part of developing the Emotional Value Index (EVI®) – Emotional Experience measurement methodology.

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.

EVELY KAASIKU

Marketing Manager at Feedbackly, Head of Community at CX Forum
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 Marketing Manager at Feedbackly, the only CX platform that provides an all-in-one solution for measuring customers’ emotions.

PS! On March 29th takes place a Fireside Chat with Stockmann in the Finnish language. Learn more about it here.

Save your free seat here:

Free Webinar: Integrating Your EX and CX – A Key Strategy for Success in Healthcare

Free Webinar: Integrating Your EX and CX – A Key Strategy for Success in Healthcare

Recording now available!

>> Enjoy your free recording here

During the COVID-19 pandemic, Customer Experience (CX) and Employee Experience (EX) have risen to the forefront of many businesses. Experience is what matters, and what makes your customers, as well as employees, stay loyal to your business. But how to integrate CX and EX successfully to grow your business?

Too often businesses run surveys just to measure their customers’ experience across key service areas of their organization, but they forget that their employees are the eyes and ears of their organization. Just like they survey clients and their loved ones together to map themes or perception gaps, they often forget how important it can be to hear from employees about their experience and observations of the client experience and where they feel improvements can be made to enhance service design and the overall customer experience. Are you measuring EX and CX combined to deliver an enhanced customer experience?

We know it is difficult, and this is why we put together this webinar with the CX and EX experts in healthcare.

Join us on February 23rd to learn about one of the most important topics in healthcare today: how to deliver and measure an integrated CX and EX strategy in healthcare.

>> Enjoy your free recording here

In this webinar you will learn:

  • How does Employee Experience (EX) impact Customer Experience (CX)
  • Methods of delivering and measuring an integrated CX and EX strategy in healthcare
  • Technologies for enhanced EX and CX experiences – a case study

Date: Wednesday, February 23rd
Time: 9 AM EET (UTC +2)/ 6 PM AEDT (UTC +11)
Running time: 45 min

PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!

>> Enjoy your free recording here

>> Enjoy your free recording here

About the speakers:

LAUREN TODOROVIC
CEO & Founder of CarePage Business

Lauren has worked in the healthcare industry for over 15 years from clinical to senior managerial roles across acute, palliative care and aged care services.

Lauren has established CarePage to drive improved quality of care for the elderly through data collection and analytics tools in the aged care and retirement village sector. She founded Aged Care Report Card Pty Ltd back in 2014 that was the genesis of the innovation that is shaping the market today.

JANINE YEATES
Head of Customer Success at CarePage Business

With over 10 years of experience in aged care, Janine has worked both in-house and agency side to deliver research, strategy, brand, marketing, and communications.

Driven to design and develop solutions to better improve outcomes for both older people and businesses operating in the sector, Janine maintains a deep understanding of sector reform and intra-dynamics and is constantly exploring the latest innovation in models for care and services globally.

This webinar is brought to you by CXforumCarepage and Feedbackly.

Enjoy the free replay here: