When the pandemic hit, it became quickly clear that businesses thatinvest in Customer Experience are the ones that survive and the companies that couldn’t keep up with customers’ needs are shut down. Even though we have seen some great days, the truth we all know is that challenging times haven’t ended. Your customer experience is what differentiates you from your competition, and helps your customer choose you in any market situation.
Is your business focusing on Customer Experience today? And are you doing it the right way?
At this webinar, our experts Pasi Brusi from FuturelabExperience and Jaakko Männistö from Feedbackly will help business leaders understand the role of CX in tough times and how to ensure visible results and ROI already in the short term.
In this webinar you will learn:
What is the primary goal for improving CX
Why is it especially important to focus on CX during challenging times
How does better CX improve company profitability
How to utilize CX data already today through modern technology
A practical case about how you can turn your customer feedback and CX data into measurable sales and growth already in short-term
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:
PASI BRUSI Senior Consultant at Futurelab Experience
Pasi is an associate in Futurelab Experience, which is a consultancy specializing in CX strategy development. Before Futurelab, Pasi worked in various sales & marketing, and business management roles, which gave him a good understanding of the role of each organizational function in developing the customer experience. A deep understanding of customer value management, analytics, research, marketing, and loyalty programs helps to recognize different ways to take the CX to the next level.
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 also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
In today’s business landscape, delivering a superior customer experience is more important than ever. With a vast array of products and services available to customers, companies must go above and beyond to ensure they stand out against their competitors.
Improving customer experience metrics is essential to achieving this goal. In this blog, we’ll explore four key areas businesses can focus on to improve their customer experience metrics: personalisation, omni-channel experience, emotional intelligence, and data-driven customer experience metrics.
Personalisation
Personalisation is a crucial element of a successful customer experience strategy. Customers want to feel valued and appreciated making personalisation an excellent way to achieve this.
Companies can use a variety of techniques to personalise their interactions with customers, such as:
Collecting customer data: gathering data on customer preferences, behavior, and demographics can help companies tailor their interactions with customers.
Offering personalised recommendations: recommending products or services based on a customer’s past purchases or browsing history can help companies offer personalised experiences to their customers.
Using customer names: Using a customer’s name in interactions can create a more personal connection and make customers feel valued.
Personalisation can increase customer satisfaction and loyalty, ultimately improving customer experience metrics.
Omni-channel Experience
An omnichannel experience refers to providing customers with a seamless experience across multiple channels, such as online, mobile, and in-store. Customers expect to be able to interact with companies across multiple channels, and companies that fail to provide a seamless experience risk losing customers. To improve their omni-channel experience, companies can:
Ensure consistency across channels: companies should ensure that their branding, messaging, and customer service are consistent across all channels.
Use technology to track customer interactions: companies can utilise technology to track customer interactions across multiple channels, providing a more personalised experience.
Offer multiple channels for customer service: providing customers with multiple channels for customer service, such as phone, email, and chat, can help improve the overall customer experience.
Emotional Intelligence
Emotional intelligence is the ability to understand and manage one’s emotions and the emotions of others. In the context of customer experience, emotional intelligence can help companies provide a more empathetic and understanding outlook to their customers. To improve emotional intelligence, companies can:
Train employees on emotional intelligence: companies can train their employees to help them better understand and manage customer emotions.
Use customer-feedback to improve emotional intelligence: companies can use customer-feedback to understand how customers feel about their interactions.
Offer empathy and understanding: encouraging empathy and understanding towards customers can go a long way in improving overall customer experience.
Data-Driven Customer Experience Metrics
Data-driven customer experience metrics refers to using data to measure and improve customer experience metrics. Companies can use a variety of metrics to measure customer experience, such as:
Net Promoter Score (NPS): NPS measures how likely customers are to recommend a company’s products or services to others.
Customer Satisfaction Score (CSAT): CSAT measures how satisfied customers are with a company’s products or services.
Customer Effort Score (CES): CES measures how easy it is for customers to interact with a company.
By using data to measure customer experience metrics, companies can identify areas for improvement and make data-driven decisions to improve the overall customer experience.
In conclusion, improving customer experience metrics is crucial for businesses looking to stand out from the competition. By focusing on personalisation, omni-channel experience, emotional intelligence, and data-driven customer experience metrics, companies can provide a superior customer experience and improve customer loyalty and satisfaction.
Join this webinar to learn Air France’s best practices on how to build a B2B customer experience program that can take your business to the next level.
Date: Wednesday, May 10 Time: 9 AM BST (UTC +1) / 11 AM EEST (UTC +3) Running time: 60 min
The CXforum audience has asked for a webinar about CX programs designed specifically for B2B businesses. We are excited to announce that at the next CXforum webinar, we will have a nice and cozy fireside chat with Lucia Terroni and Alisson Sergent from Air France Industries KLM Engineering & Maintenance to dig deep into the specifics of a B2B CX program.
At this webinar, we will discuss the story of building a B2B CX program for Air France Industries KLM Engineering & Maintenance. The webinar focuses a lot on the early phases of a CX program. However, every business is different and there might be interesting tips to learn also for advanced CX professionals.
Being in the early stages of a CX program or an experienced professional, welcome to join our chat with your questions and use a chance to learn from other CX peers!
In this webinar you will learn:
What role a CX program should play in a B2B business
How to build a customer-centric culture in a B2B business
How to build a B2B CX program from the ground up
What are the main challenges in building a CX program for a B2B business and how to overcome them
LUCIA TERRONI Head of Customer Experience at Air France Industries KLM Engineering & Maintenance
Lucia is a Head of Customer Experience at Air France Industries KLM Engineering & Maintenance. Over the past 7 years, she has held various project management positions within the Air France-KLM group, focused on the deployment of B2E/B2C/B2B CRM solutions to improve the Customer Experience. She has thrived on managing customer-oriented solutions from strategic alignment to implementation.
ALISSON SERGENT Customer Experience Manager at Air France Industries KLM Engineering & Maintenance
Alisson is a Customer Experience Manager at Air France Industries KLM Engineering & Maintenance and she’s also part of the Continuous Improvement team. She has many years of experience working in the airline and maintenance industry and is nowadays an AFI Material & Services Directorate. She has been working with different CX roles at Air France KLM for the past five years.
So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly, for most organizations, the “VoC Engine” (to use a Jeanne Bliss term) has become tremendously out-of-date.
It’s time for a series tune-up! As service leaders, there is almost nothing more important we can do for the business than effectively capturing the customer’s voice throughout their journeys and driving meaningful change with it. This session with CX Accelerator will equip you with a new mentality and new tools when it comes to all things customer feedback!
In this webinar you will learn:
How to modernize your VoC initiative to “listen where your customers are talking” throughout your customer journey
Establishing a centralized “VoC Engine” that is capable of accelerating CX transformation
How to create journey maps that are NOT a dead end
Connecting employees to customers in exciting ways
The critical importance of community as a listening vehicle
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
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 this 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.
Measuring customer emotion as part of Customer Experience is a rising trend. It is a logical trend, considering that 90% of the decisions people make are emotion-based, but how to use something as abstract as customer emotions to impact your business results?
The truth is that customer emotion is no more an abstract term. Customer emotion can be evaluated in numbers, for example, with the help of the Emotional Value Index (EVI®). At this webinar, together with the Emotional Experience expert Jaakko Männistö, we will look into various examples of how any business can use data about customer emotions in action-taking. And, we’ll not talk about any actions, but you will see practical examples of activities that you can use to support your business goals with the help of better CX (conversion rates, revenue, etc.).
Welcome to join another super practical CXforum webinar!
In this webinar you will learn:
How to measure customer emotion in the CX context
What KPI to use for evaluating the Emotional Experience of your business
A bunch of practical examples of how to use data about customer emotions
What are the outcomes you can expect from the actions based on Emotional Experience data
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 also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
Customer Experience has become a buzzword for marketing teams. Experience matters, but how do marketing teams impact and create experiences? We’ll talk about this and many other current topics with Marco Ferrara, Marketing Manager of UBER.
In this cozy fireside chat, we’ll discuss how to use the customer journey approach and how UBER is doing it. We’ll show practical examples of how UBER actually puts theoretical information into practice to create better experiences. And how you can do it, too!
Welcome to learn from UBER, the world’s largest ride-sharing company!
In this webinar you will learn:
How marketing teams impact Customer Experience
How to use the customer journey approach in marketing
How to use customer journey templates and turn them into impactful actions
Practical examples of how UBER is using the customer journey approach
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:
MARCO FERRARA Marketing Manager @ Uber
Engineer at heart, Marco Ferrara has always been a firm believer in adding value through analytical and data-driven Brand Marketing. His almost 10y career has started in FMCG – from food to chemicals – and has led him into the tech world, at Uber, where he has brought the same mentality of only bringing to life measurable initiatives that have an impact.
Currently leading the SCEE region, he has helped reshape the Travel Media Strategy to better fit with the real rider journey experience. He has also launched the first Brand Marketing campaigns on both Mobility and Delivery in Italy.
EVELY KAASIKU Head of community @ CXforum, CMO @ Feedbackly,
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 CMO at Feedbackly, the only CX platform that provides an all-in-one solution for measuring customer emotions.
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