Free Webinar: What Actions are CX Top Performers Taking to Succeed in 2024

Free Webinar: What Actions are CX Top Performers Taking to Succeed in 2024

Join us to learn what top performers in Customer Experience do differently that sets them ahead of the competition.

Date: May 29

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.

>> Save your free seat here

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 Jaakko Männistö, a globally awarded CX professional and a co-founder of CXforum, 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
Webinar: What Actions are CX Top Performers Taking to Succeed in 2024

About the speaker:

JAAKKO MÄNNISTÖ
Founder & CEO of Feedbackly, Awarded CX Leader, 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 CXforumCarepage, and Feedbackly.

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Fireside Chat Webinar With Zendesk CTO Matthias Göhler: Transforming Customer Service With Generative AI

Fireside Chat Webinar With Zendesk CTO Matthias Göhler: Transforming Customer Service With Generative AI

Join us to learn the must-know about generative AI, how you can benefit from it, and how to get started.

Date: April 24

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

Running time: 45 min

Can’t join in real time? No worries, all the registrants will receive a recording.

>> Save your free seat here

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

Fireside Chat Webinar With Zendesk CTO Matthias Göhler: Transforming Customer Service With Generative AI

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.

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

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Future CX Outlook: Have Your Say on the Future of CX

Future CX Outlook: Have Your Say on the Future of CX

Does your business invest in CX?

Every year hundreds of CX and marketing professionals like you take the survey to help the industry gain a better understanding of the trends of CX.

Share your insight on the future of CX and gain early access to our latest report on “Future CX Outlook in 2024” all by simply completing a short 10-15-minute CX Survey. This report will give you a global overview of the CX industry and where it is heading.

By completing the survey before February 29th (P.S. Extended to March 3rd!), you will gain instant free access to CX Academy’s most popular course, Customer Experience 101. Once the report is published, you will gain free early access to the “Future CX Outlook in 2024” report where you’ll be able to compare your position to your industry peers.

You may participate in the survey by filling out the form below, and we’ll then email you the link to the survey. This report is created in cooperation with CX Forum and CX Academy.

Free Webinar: From Service to Joy: Motivating Your Team to Truly Care

Free Webinar: From Service to Joy: Motivating Your Team to Truly Care

Join us to learn how to empower your staff to always deliver extraordinary service and motivate them on how to truly care!

Date: February 29

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

Running time: 45 min

Can’t join in real time? No worries, all the registrants will receive a recording.

>> Save your free seat here

Your employees are one of the biggest creators of your customer experience. They make your customers smile or churn, but too often it happens that they don’t care… So how do you make your team genuinely care about customer experience?

At this webinar, we will discuss how to transform company culture to ensure that your customer support agents, cashiers, store managers, and everyone on your team consistently deliver outstanding experiences to your customers. In today’s competitive landscape, exceptional service is not just a differentiator; it’s a necessity.

Join us for an insightful session with two CX experts from Happirel, Sarah Karlsson and Izabella Hammar, and explore new strategies on how to empower your team and prioritize customer happiness as a top goal.

In this webinar you will learn:

  • Discover the impactful difference it makes to have team members who truly care about your customers
  • Building a supportive culture with employee empowerment 
  • Actionable steps to transform mindsets into truly caring

>> Save your free seat here

Free Webinar: From Service to Joy: Motivating Your Team to Truly Care

About speakers:

IZABELLA HAMMAR
CEO of Happirel

Izabella, with extensive experience as the CEO of HappiRel, brings a wealth of expertise in establishing and enhancing customer service. She is dedicated to fostering happy relations by leveraging her proficiency in technology, workflows, and cultivating a customer-centric culture.

SARAH KARLSSON
CX Consultant at HappiRel

With extensive experience in customer service and a proven track record in addressing diverse challenges, Sarah excels in managing projects and delivering impactful workshops. Her expertise, honed through working with numerous clients, makes her a key player in guiding companies towards exceptional customer service.

This webinar is brought to you by CXforumCarepage, Feedbackly, and Happirel.

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Fostering a Customer-Centric Culture: Your Blueprint for CX Transformation

Fostering a Customer-Centric Culture: Your Blueprint for CX Transformation

In today’s business landscape, customer-centricity is essential for success. Take a moment to reflect: Are you genuinely attuned to your customer’s voice in every aspect, from your daily operations to your marketing, sales, and compliance?

As businesses globally navigate the challenging economic landscapes impacting consumer buying behaviour, voice of customer (VoC) and customer experience (CX) transformation are not just buzzwords but essential components of customer retention and growth. When consumers buy goods or services, they are far more likely to buy them from a company that is attuned and responsive to their wants, needs and likes along the journey.

The pillars of success

Explore the pillars of success, recognising that change management, technology, and a culture of continuous improvement are crucial considerations for building operational efficiencies and supporting customer-centricity.

It’s not merely about having the best software or technology; it’s about strategic implementation, active engagement, and accountability.

True change, especially that which fosters a culture of feedback and continuous improvement, requires a comprehensive strategy involving everyone within the organisation.

Initiating VoC vs CX change management

It’s commonly misunderstood that starting with VoC data collection is the best approach. In reality, the path to CX excellence should begin with a thorough change management plan. This plan should clearly define roles, responsibilities, timelines, objectives, and strategies for business process improvement and customer-centricity. By starting with change management, organisations establish clear expectations from their team, which helps address potential VoC implementation challenges and leads to faster VoC maturity.

The pitfall of listening without connecting

These sources may be siloed and a barrier to a comprehensive view of the customer journey and experience. This lack of connection represents a missed opportunity to tap into collective wisdom and streamline efforts across teams and data sources.

The role of technology in change

Technology is undoubtedly a powerful enabler of change, but it should not be mistaken as the sole driver. It can assist in streamlining processes, improving communication, and enhancing data collection. However, technology alone won’t create a culture of CX feedback and continuous improvement. It merely supports and facilitates the broader change journey.

Building a CX culture

To build a sustainable culture of feedback and continuous improvement, we must understand that it’s not a one-time initiative or a “set and forget” process. 

Instead, it should be part of your team’s DNA and daily activities. Every member of the team, from leadership to frontline staff, plays a role in this cultural shift.

In the journey toward customer-centricity, you will inevitably face numerous challenges, and the implementation of a robust change management strategy is the compass that steers organisations away from potential pitfalls, ensuring that minor issues don’t escalate into major setbacks.

Here are five tips to guide you through this transformative process:

  • Build awareness and understanding – Ensure that your organisation recognises the significance of customer feedback, especially if it’s a new practice. Communicate feedback’s role in continuous improvement via a well-crafted plan to engage all stakeholders and include repetition of messaging so that the implementation sinks in and gives staff enough time to discuss any concerns they have.
  • It’s a team effort – Engage every team member in your customer experience program, emphasising that their opinions matter. Create cross-functional teams and have leadership acknowledge their importance, making it clear that it’s everyone’s responsibility to build better experiences.
  • Highlight both good and bad feedback – Strive for a balance between positive and negative feedback to maintain an authentic view of your customer experience. Celebrate excellent experiences to motivate your team.
  • Share your early wins – Share success stories to gain internal alignment and emphasise the importance of customer experience. Incorporate these stories into your communications both internally and externally.
  • Make customer feedback a matter of priority – for everyone. Prioritise feedback collection across your organisation, gaining essential insights and fostering a culture of improvement. Review feedback in leadership meetings, focusing on transparency and in-depth analysis.

These key points will serve as your compass as you navigate the transition towards a customer-centric organisational culture.

Join the CX Forum community to stay up-to-date with the latest in customer experience and learn from global CX experts. 

Free Webinar: Making CX Stick – What It Takes to Implement a Culture Change

Free Webinar: Making CX Stick – What It Takes to Implement a Culture Change

Join this exciting conversation for an infusion of creative energy and gain a couple of new arrows in your CX quiver!

Date: February 7

Time: 9 am EST (UTC -5) / 2 pm CET (UTC +0) / 4 pm EET (UTC +2)

Running time: 45 min

Can’t join in real time? No worries, all the registrants will receive a recording.

>> Save your free seat here

Building a successful Customer Experience program often requires a shift in company culture and in the way employees and managers think. One of the many things that is amazing about Customer Experience work is how it builds on itself. When we earn success in a particular discipline, it gives us the ability to gain another foothold and propel the organization forward toward greater customer centricity.

While there are so many remarkable elements of CX’s work, in this presentation our guest Nate Brown, co-founder of CX Accelerator and a global CX thought leader, will focus on how to perform a culture change and make CX stick in a business.

Join this exciting conversation for an infusion of creative energy and gain a couple of new arrows in your CX quiver! Welcome to ask your questions or tune in to listen only.

In this webinar you will learn:

  • How to gain meaningful momentum in the area of Voice of Customer
  • The required role of relevant Change Management
  • Making the transformation about what it really is….a culture change

>> Save your free seat here

Free Webinar: Making CX Stick - What It Takes to Implement a Culture Change

About the speaker:

NATE BROWN
Co-Founder of CX Accelerator

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of his career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech, and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.

This webinar is brought to you by CXforumCarepage, Feedbackly, and CX Accelerator.

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