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.
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.
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
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.
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.
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