Reputation’s CX Strategy Director, Chris Sparling will look at where CX sits in 2021’s ever-evolving world. How can businesses of all sizes use the omnichannel feedback of their customers, from both structured and unstructured sources, to improve their operations and turn these improvements into directly attributable revenue?
And what are the other reasons why businesses would want to do this? The experiences of your customers can also be used to attract new customers and help to showcase your brand online; Chris will also cover how brands can truly understand the insight behind the feedback, and use that insight to attract new customers to continue growth, and look into some of the common challenges when it comes to monetising feedback.
Join us on September 22nd to learn about the connection between your customer feedback and your business reputation, and how CX leaders turn this customer feedback into attributable revenue.
Chris Sparling, CX Strategy Director at Reputation
Chris Sparling is a 15-year veteran of the Customer Experience sector. Chris gets the most satisfaction from helping others find solutions that make them more successful, and situations where he can apply his skills to many situations. Chris has extensive experience within Retail, Hospitality, Automotive, Travel, Call Centres, and Digital/Technology sectors, in a range of businesses. Some of Chris’ key strengths and experience lie within CX strategic planning, CX program design, strategic relationship building, storytelling through data insights, sales pitching, SaaS, client relations and big data. His last role was at InMoment where he held a number of roles across a 10-year stint with the business. In his current role, Chris works with Reputation as their CX Strategy Director, and has been with the Silicon Valley-headquartered business since September 2020. He lives in Derbyshire, the UK with his wife and two daughters.
This webinar was live on September 22nd, 2021. We are happy to see the interest in the topic was big. Huge thanks to all the registrants and participants!
Measuring CX is more popular than ever, but only a few businesses are following the main principles of Customer Experience Analytics and actually getting valuable insights from the customer feedback gathered. It doesn’t need to be that difficult and we have invited two experts to show you how simple it can be!
We have invited a Customer Experience professional and an expert in world-class reporting to show how leading businesses around the world ensure that customer feedback they are gathering is easy to understand and actionable. They have found 7 principles that the winners are following (and you should follow) to make sure that everyone from your web store manager to C-Suite is able to make sense of your CX data and use it in decision-making.
Join us on August 31st to find out the main rules of Customer Experience analytics that leading companies around the world are following to make customer feedback actionable on any level of a company, from C-Suite to a store manager.
Troy is Director of Customer Acquisitions at Feedbackly, one of the most flexible Customer Experience management platforms available. The Feedbackly team has helped many industry leaders across the world succeed with their CX programs and become CX front-runners. Among the many, they have helped the City of Helsinki, Merck, Innovasport, the Australian Government, Banregio. Troy will share his experience and the learnings of Feedbackly about how winning companies make their data actionable.
Mieke Houbrechts
Mieke is the Marketing Manager of Cumul.io, a software platform providing powerful embedded analytics solutions for SaaS platforms & enterprises. Mieke and her team have helped SaaS businesses and enterprises globally to make their data easily accessible and interpretable for their customers through interactive, embedded visualizations. They’ve helped companies like Selligent Marketing Cloud, Proximus and the City of Antwerp save months of development time.
This webinar was live on August 31st, 2021. Big thanks to all the registrants and participants. We’re thrilled that the webinar had almost 400 registrants! Thank you!
Just like every business out there, also you are gathering massive amounts of data about your customers, from support conversations to feedback to revenue. Customer data is extremely valuable. Everyone agrees with it. But only a few can make sense of the data gathered and get action points that have an impact the revenue. Have you ever realized that with the help of Artificial Intelligence you can automatically get actionable insights?
To show how simple it is to have a personal data expert (AI) giving you advice when you need it the most, we have put together this webinar for you.
Join us on June 16th to see 3 practical examples of how you can increase your revenue with the help of AI-driven Customer Experience data analytics.
This webinar is brought to you by CXforum partners Aiwo, Carepage and Feedbackly.
How Artificial Intelligence (AI) and Machine Learning (ML) are removing the limitations of Voice of Customer data analysis
Which data you should analyze with AI and ML in addition to customer feedback to boost your Customer Experience
How 3 companies are utilizing AI and ML in analyzing customer feedback data and customer conversation data to take actions that have an impact on their revenue
Date: Wednesday, June 16th Time: 9 AM EST (UTC -4)/ 4 PM EEST (UTC +3) 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!
Tommi is Chief Revenue Officer at Aiwo, one of the world’s most innovative CX data analytics platforms. Together with the Aiwo team, he is helping large B2C companies to use the power of AI/ML in customer data analysis and visualize actionable insights from tens of thousands of customer connections. Finding impactful action points from your massive CX and customer data has never been easier!
This webinar was live on June 16th, 2021. Big thanks to all the registrants and participants. We’re thrilled that the webinar had about 200 registrants! Thank you!
A good digital customer experience is proven to contribute to online customer satisfaction, sales, customer loyalty, and positive word-of-mouth communication. However, very little research has been done on the topic, especially in Finland, although digital customer experience has been a big topic in sales and marketing discussion for a long time.
The effects of using Finnchat’s chat service on e-commerce customer experience and attitudes towards e-commerce were extensively studied in 2017. The study included five large Finnish e-commerce stores and a survey was conducted for e-commerce customers who had made a purchase in the previous two months. This remains still the largest and most extensive study on the subject to date in Finland.
A total of 7228 responses were received to the study. The group comparison of the results analysis distinguished between respondents who used the help of Finnchat’s chat agent in connection with the last purchase (“chat respondents”; n = 655) and respondents who did not use it (“non-chat” n = 6573). The benefits of chat for online shopping
The research results showed that the chat service brings significant benefits to online shopping. Chat service was found to improve the sales efficiency of e-commerce visits, but also to bring long-term benefits through an improved customer experience.
The main benefits of the chat service for online stores that emerged from the study:
The customer buys more
The customer buys more often
Customer exit is decreasing
The number of recommenders is growing
Commitment to the brand is growing
Customer satisfaction is improving
Customers using the e-commerce chat service:
Recommended e-commerce 47.5 % more likely
40.7 % more likely to trust the online store
Intended to make repurchases 28.0% more likely
Were satisfied with e-commerce 27.3% more likely
According to the research results, chat agents were able to solve 72.4 % of the problems faced by the customer in online shopping. A chat conversation during an e-commerce visit nearly tenfold the probability of a customer making a purchase (an improvement in the conversion rate of 895 %).
E-commerce sales per session (= sales euros per e-commerce visit) was 1310 % higher when the visit was combined with a chat.
Customers with experience in the chat service were 39.7 % less likely to leave the online store when they encountered the problem, and the average purchase of a chat customer was 37 % higher than other customers.
The importance of the chat service in purchasing decisions during an e-commerce visit
The three most important things that customers who tried the chat service needed help in the study:
Getting more information about the products
Inquiry about product availability
Selection of suitable products
Customers needed help from chat customer service especially for things that support the purchase decision. According to the results of the survey, Finnchat’s chat agents are able to meet customers’ needs and help customers make purchase decisions. 85.0 % of chat respondents found the chat service useful when making their previous purchase in an online store and 64.1% of chat respondents felt that they would not have been able to make their purchase decision without the help of the chat customer service.
Now in 2021 interacting within websites is a very important factor in digital CX. Chat service is one big thing when interacting on your websites, but it is not the only one. We believe that creating different service layers within a website is a good way to develop the digital CX. These service layers include proactive self-service, automation (chatbots and AI), personal chat service, and expert service to solve the most challenging cases.
Digital CX – download all research data for your use From our free e-book about digital customer experience, you’ll find a more detailed summary of the results of that study. In addition to the statistics found in this article, the e-book covers the importance of the chat service in the following areas of research:
– The effects of chat conversations on customer attitudes and shopping experience – E-commerce visit manageability
– Finding information in an online store
– Trust and satisfaction with e-commerce
– E-commerce customer loyalty
In addition to this research, the e-book covers in detail how digital customer experience and holistic customer experience are formed. At the moment, this e-book is available only in Finnish. You can download the e-book from HERE.
Pietari works as a Marketing Manager at Finnchat, which as a company strives to improve the quality of the digital customer experience with its services. Pietari has an extensive work history of more than five years in the marketing office and his areas of expertise are in the field of digital marketing and content production. In his spare time, Pietari is a passionate fly fisherman who has been a member of Fly Fishing Team Finland since 2015 and has written dozens of articles for fishing magazines. Pietari can also be spotted on endurance running loops several times a week. LinkedIn: https://www.linkedin.com/in/pietari-sipponen/
Medir la experiencia del cliente siempre ha sido importante, el contexto actual ha hecho que sea indispensable. Solo unas pocas compañías o marcas pueden diferenciarse e ignorar al cliente y no entender que la experiencia al cliente sea una ventaja competitiva.
Probablemente esté de acuerdo y a la vez sepa que la recopilación de datos (CX) y la capitalización de estos, son clave para su negocio, aunque el reto reside en identificar las acciones que deben implementarse … aunque no están siempre tan claras.
Feedbackly junto con el CX Forum ha desarrollado una métrica (completamente nueva) de medición de la experiencia emocional. Este nuevo marco toma en consideración la gran variedad de emociones y cómo estas emociones impactan en los resultados de su negocio. Estaremos encantados de compartir con usted los datos y detalles más relevantes durante nuestro webinar
Participe en nuestro Webinar el el próximo 27 de Mayo, para encontrar las respuestas a algunas preguntas clave sobre cómo las emociones impactan en los resultados de su negocio y cómo puede utilizarlas para hacer crecer su negocio.
Jaakko es un apasionado profesional del CX, uno de los creadores del EVI® Emotional Value IndexTM es fundador y director ejecutivo de Feedbackly, cofundador de CX Forum y de la CX Academy y autor del manual de CX The Journey. A la vez que investigador en el área del uso de herramientas de inteligencia artificial con aplicación en el área de la experiencia al cliente. Jaakko ha sido incluido en la lista “CX Rising star” de Forbes 30 Under 30
Sobre Luigi Casanova
Luigi Casanova además de ser un emprendedor con una dilatada y exitosa experiencia en el campo CX, es un referente en el mercado Peruano, a través de su consultora especializada: Show CX, a través de la cual dan soporte a clientes (de sectores diversos) en el diseño o re-diseño y/o desarrollo de experiencias que mejoren la calidad de vida y estados de ánimo de las personas; haciendo negocios más plurales y rentables para sus clientes. Además cuenta con una dilatada carrera en la docencia, por ejemplo dirigiendo el Programas de Especialización en Customer Experience Management de la Universidad Peruana de Ciencias Aplicadas (edited)
Workplace violence is rising at an alarming rate. Although many leaders and staff are concerned, most don’t know how or where to begin to solve this horrific problem. The following is my interview with a renowned expert. I hope this resonates and causes you to become proactive toward solving this serious issue!
We are all too familiar with the violence in Columbine, at the Annapolis Capital Gazette, the Washington Navy Yard, the Kroger-owned supermarket in Boulder CO, massage parlors in Atlanta, Orange County, CA, and many many others. They have resulted in people killed, terrified employees, and suffering families. With workplace violence on the rise, it should be no surprise that 1 out of 7 Americans does not feel safe at work, according to the Society for Human Resource Management, (SHRM) known as – the voice of all things “work.”
If you are a business owner, CEO, manager, or human resource professional, it is highly likely that you are concerned but ill-prepared to deal with preventing workplace violence. How could you not be with so many employees voicing their fears.” This is according to Felix Nater, a nationally recognized Workplace Violence Prevention Advisor. Felix has thirty years of experience, many awards, and recognitions including, from the prestigious International Association of Professional Security Consultants, (IAPSC). I felt that Felix would be an ideal expert, for advice on this topic. Recently, he agreed to meet with me to discuss the subject for this ASK ALAN (business advice and idea) column.
Please help put workplace violence in perspective.
“The problem is much greater than you would think. Nearly half of HR professionals said their organization had at some point experienced a workplace violence incident—up from 36 percent in 2012. And of those who reported having ever experienced workplace violence, over half said their organization had experienced an incident in the last year.“
Many business owners deny that workplace violence is an important issue for their “small” businesses. Is workplace violence limited to the size of the business?
“This is a common misunderstanding, the answer is no. No business is immune. Small brick-and-mortar businesses with just a few employees are as vulnerable as hospitals, educational institutions, and large corporations.Another mistake is underestimating the multiple layers and dimensions of the issue. Most often, company management only focuses on prevention. To be truly effective, businesses must consider this issue in terms of security, prevention, training, and response.”
The negative media coverage seems to only spotlight active shooters. What harm does this limited focus present?
“The reality is that media stories about active shooters attract viewers and sell newspapers. However, workplace violence takes many shapes and forms including, bullying, harassment, disgruntled employees, intimate partner violence that has workplace spillover, and domestic violence, all in addition to active shooter violence.”
Many business owners tell me that they have trained their managers and supervisors about what to do in the event of an episode of workplace violence. What is wrong with this picture?
“Waiting for an event to happen, then acting while it is underway, is a troubling response. Workplace violence has multiple levels of complexity. There are several things that should take place before a violent situation occurs. When an event happens, determining what tactics should be employed and by whom must be planned for in advance. Additionally, every employee has a role to play if the company is to mitigate the threat and dangers of workplace violence.”
What do you tell leaders who are genuinely and sincerely interested in a safe working environment?
“I tell them that they need a trusted, objective, outside consultant, with years of experience in mitigating workplace violence. It is impossible to alleviate employee fears using internal resources alone. I also tell them, that to do this requires a process implemented through collaborative organizational engagement. The process requires management to be logical, thoughtful, and be as comprehensive as possible.”
“The process begins with a comprehensive assessment. This assessment is intended to uncover gaps in any existing violence prevention initiative that could help thwart the next homicidal threat, workplace suicide or intimate partner workplace spillover violence. Gaps may include unintentional consequences of policies, procedures, protocols, access control, visitor management, separations and discipline, and new employee screening. This assessment also includes the specific nature of the workplace, policies, plans, procedures, technology, supervision, and training.”
Once a trusted consultant/advisor is retained, what can management expect to learn, change or do differently to mitigate the risk of workplace violence?
“Management will become more sensitive and learn how to: • Recognize warning signs, risk factors, and contributing conditions • Manage situations • Be in charge of one’s behavior in managing the potentially hostile workplace • Discover what being proactive really means • Use and rely on organizational resources • Lead with purpose • Seize the moment • Assess and evaluate situations on the spot • Conduct future comprehensive worksite specific assessments • Take corrective measures with policies that are proactive rather than reactive • Report, advise, and inform all involved”
Interviewing Felix taught me a great deal about workplace violence issues that I was previously unaware of. The problems are multi-faceted and complex. They require more than a casual conversation or meetings among executives, managers, supervisors, and co-workers. To tackle the problems successfully management needs to acquire a new way of proactive leadership skill that must begin at the top. The ROI for collaborating with a qualified workplace violence specialist will be measured in the comfort level of all employees. Employees will recognize that company leaders never take the potential for workplace violence for granted.
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