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 Sadly, for most organizations, the “VoC Engine” (to use a Jeanne Bliss term) has become tremendously out-of-date.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.
If your CFO’s increasing focus on efficient growth has you worried about CX program cuts, we have some counterintuitive advice: Forget the traditional story of the ROI of CX.
Instead of trying to justify investments in your program, help build a new way to think about the economics of company growth. Reposition CX analytics as central to that critical work. How? Demonstrate that better CX data and analytics replace the high-cost aspects of customer management. Intensify your focus on customer loyalty, drive tighter team alignment, and reduce spend – finally, CX realizes its potential as a driver of efficient growth strategy.
Join our webinar with OCX Cognition co-founder, co-creator of NPS and long-time CX thought leader Richard Owen to learn how you can use Predictive CX Analytics to drive your business growth.
In this webinar you will learn:
Why CFOs and other executives don’t trust traditional CX insights
How to shift your mindset from “customer love” to “customer-centric efficiency”
How predictive CX analytics enables radically improved decision-making and elevates the role of CX
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:
RICHARD OWEN Co-creator of NPS, Author, CEO & Co-Founder @ OCX Cognition
Richard Owen has a singular professional focus: Delivering financial value through CX. He co-founded OCX Cognition to combine technology and programmatic consulting in pursuit of that goal, and now leads the company’s coordinated efforts to deliver the right solutions for its clients.
Richard’s 30-year career has centered on transforming business operations with technology, and he is one of the best-known CX thought leaders. While CEO at Satmetrix, his team led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach. With Laura Brooks, he co-authored Answering the Ultimate Question, the best-selling “how to” guide for NPS practitioners.
Black Friday is just around the corner. We all know this day is all about one-time offers, but it doesn’t need to generate only one-time purchases. The spike in customer acquisition traffic from an event like Black Friday can be much more than just a seasonal blip. Make them love you and stay with you. Exceed expectations and make them stick with you forever.
At this webinar with Anoop Teja from Netcore and Evely Kaasiku from Feedbackly, you will learn how to turn your one-time buyers into loyal customers so that you can maximize customer lifetime value. This year, make the most out of Black Friday!
In this webinar you will learn:
How to gamify Black Friday campaigns with interactive emails that your customers love (AMP)
How to proactively engage your visitors with insight-driven marketing and AI/ML to nurture them
How to leverage customer feedback in turning one-time buyers into loving loyal customers
PS! No worries if you are not able to attend in real time. Register now and we’ll send a recording afterward!
NEW! Roundtable discussion right after the webinar
Don’t forget to also sign up for the roundtable. The round table takes place right after the webinar and lasts for a maximum of 45 minutes. It is free.
At the round table, you can continue an open discussion about the webinar topic with Anoop Teja, the webinar speaker. The discussion will take place in a meeting format – all the participants are welcome to join the discussion using a microphone and camera. This is an excellent opportunity to connect with other CX and marketing professionals over a virtual face-to-face discussion. Welcome to join, ask questions and discuss!
PS! The roundtable will have only a limited amount of seats available. Apply for the spot by checking the box in the webinar registration form.
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 marketing experience, including various experience in B2C as well as B2B. During her career, she has also led a startup intending to change the world of customer feedback collection – CX has always been in her heart. Today, she is the Marketing Manager at Feedbackly, the only CX platform that can measure customer emotions.
ANOOP TEJA Solutions and Growth @ Netcore Cloud
Anoop currently takes care of Product Solutions, Growth and Expansion in Europe at Netcore. He helps B2B and B2C companies solve for engagement, retention, and efficient acquisition of customers with Netcore’s Customer Engagement and Experience suite. He is an experienced consultant who has a proven track record in configuring and enterprise software ecosystems. He has led many organizations with their digital transformation and transition journey. Customer centricity and generating ROI for his customers are what drive him on a day-to-day basis.
We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions.
Emotions are the key drivers that ultimately determine whether we buy or not. They comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and the emotional drivers behind it.
The research done by Mr. Colin Shaw and his team from the London School of Economics shows that rather than focusing solely on NPS and CES, you need to shift your attention to creating emotions that you want to elicit throughout the customer journey and find a way to measure them.
This led to the creation of the EVI® or the Emotional Value Index. The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales. It automatically delivers invaluable data and insight which can be used to optimize your business to drive better results.
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