We all know that 95% of purchasing decisions are driven by emotion. Is your brand evoking the right emotions?
You have the power to influence your company’s emotional experience. In fact, every employee creates emotional experiences for your customers—whether you control it or not.
Kekäle is one of Finland’s best-known retail chains, loved for its exceptional customer experience and strong commitment to sustainability. Kekäle goes beyond simply talking about the importance of caring for customers – they actively measure the emotional experience that its products and services evoke. Creating the right emotions is essential to inspire customers to purchase, return, and remain loyal.
On Tuesday, November 26, CXforum host Evely Kaasiku will be joined by Joonas Kekäle, CEO of Kekäle, to discuss their journey toward team buy-in for evoking the right emotions and to share practical tips for measuring these emotional experiences.
Join us to ask your questions or simply listen in – you’re warmly welcome either way!
In this webinar, you will learn:
How Kekäle built a company culture where employees truly care
What methods they use to keep motivation high for evoking the right emotions
How they measure emotional experience and apply emotion data in practice
About the speaker:
JOONAS KEKÄLE CEO, Kekäle
Joonas Kekäle is the CEO of Kekäle, one of Finland’s most well-known retail chains, recognized for its exceptional customer experience and commitment to sustainability. Under his leadership, Kekäle has focused on fostering a company culture where employees are motivated to deliver memorable emotional experiences to customers. Joonas is passionate about using emotional data to drive customer loyalty and improve business outcomes. He brings a forward-thinking approach to retail, continuously seeking innovative ways to connect with customers on a deeper, more meaningful level.
Founded in 1957, Kekäle has over 60 years of experience in the retail industry. The company specializes in high-quality fashion for men, women, and children, offering brands focused on both style and sustainability. Kekäle places a strong emphasis on sustainable practices, with a commitment to sourcing responsibly-made products and reducing waste across its operations.
The webinar replay is now available! In this webinar, we’ll discuss with Max Ekman from Finnair what makes this leading Nordic airline’s in-flight customer experience stand out and how they have achieved it.
Date: Oct 30
Time: 9 am GMT (UTC +0), 10 am CET (UTC +1), 11 am EET (UTC +2)
Running time: 45 min
Can’t attend live? Register anyway, and we’ll send you a recording.
Being more than 100 years old, Finnair is one of the world’s oldest operating airlines. It is known for its iconic brand and top-tier services. As a leading airline in the Nordics, its Customer Experience (CX) Program is a benchmark of success.
On October 30, CXforum host Evely Kaasiku will be joined by Max Ekman, Quality & CX Manager in Finnair, with a focus on in-flight experiences, to explore the key elements that make their CX program stand out. Welcome to join us to learn about the strategies and innovations behind Finnair’s CX success, and discover how they continue to set new standards in in-flight customer experience.
In this webinar, you will learn:
How Finnair captures customer feedback to measure experiences across customer journeys
Their processes for turning feedback into action and impactful outcomes
How they educate and empower their team to constantly deliver top-tier experiences
About the speaker:
MAX EKMAN Quality & Customer Experience Manager, Finnair
Max is a seasoned customer experience professional in the aviation industry and a partner at a dynamic design firm based in Helsinki. He has extensive experience in customer experience development, change management, and leadership. With nearly 20 years at Finnair, his expertise in aviation is exceptional. Currently, he serves as the Quality & Customer Experience Manager at Finnair, with a focus on in-flight experiences.
Finnair is the national airline of Finland, founded in 1923, making it one of the oldest airlines still in operation. It operates both domestic and international flights, connecting Finland to key destinations in Europe, Asia, and North America. Known for its commitment to quality service and customer experience, Finnair is also recognized for its focus on sustainability and innovation in the aviation industry.
The webinar replay is now available! In this webinar, we’ll explore how Stockmann, a leading Nordic retailer, uses customer emotional feedback to enhance customer experience and fuel business growth.
Date: Oct 1
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.
Measuring customer emotional experiences is one of the most exciting trends in the CX industry. In response to requests from the CXforum community, our next webinar will discuss and show more examples of how customer emotional feedback can be applied in practice. And what better way to explore this than by learning from a leading retailer!
Join us on October 1 for a webinar with Harri Nieminen, Head of Customer Experience and Insight at Stockmann. We will discuss how they measure and use customers’ emotional experience data. The main focus of the webinar will be on exploring how emotional feedback is integrated into their processes to improve CX and drive business results.
At this webinar, you will:
Discover how Stockmann measures customer emotional experiences
Explore various practical examples of acting on emotional feedback
Learn the impact Stockmann has achieved through emotional insights
About the speaker:
HARRI NIEMINEN Head of Customer Experience and Insight at Stockmann
Harri is an experienced professional in Service Design and Customer Experience, based in Helsinki, Finland. He has had an extensive and interesting career as an in-house service designer, service design consultant, and leader of service design teams, and developer of business and customer experience. Previously he has worked for companies like OP Financial Group, K-Group, Holiday Club Resorts, and Kuudes Design Agency. Currently, he is the Head of Customer Experience and Insight at Stockmann, an international premium retailer. He speaks frequently about design and customer experience in different kinds of events and is active on social media (@harrimatias).
Stockmann Group owns about 460 stores and has operations in 19 countries. Stockmann is one of the biggest retailers in Finland offering a diverse and high-quality selection of fashion, beauty, and home products for a wonderful everyday life.
With the baby boomer generation amid their retirement years, with all boomers 65 or older by 2030 – this next generation of retirees is changing the face of the sector.
With customer and service expectations akin to those delivered by commercial giants in banking, retail, and technology, this group is discerning consumers. How much do you know about what your residents expect from their homes and communities?
In this webinar, Steph and Stephen will show you what they’ve learned in both Technology and Marketing Customer Experience and how you can leverage the CX transformation lessons of large consumer brands in healthcare.
In this webinar, you will learn:
How can you leverage the CX transformation lessons of brands like Telstra, ANZ Bank, Bunnings and Coles
The benefits of Personalisation in CX and how many of these elements are crucial to the successful delivery of service and care across Retirement Living
The opportunities for the sector to standardise service and experience levels and prepare for regulation
About the speakers:
Stephen Naimo
Group Director, Experience Strategy
Stephen leads the Product and Experience Practice in Experience Strategy for R/GA Australia, and is a specialist in translating strategy into action through great design and innovative technology.
Boasting experience both at home and abroad, previously leading Experience Strategy at AKQA and as a Customer Experience Strategist for Close Brothers in London. Stephen’s experience and passion will bring insight often not available in care sector arenas.
Steph Cittarelli
Head of Customer Success, Carepage Business With more than 10 years experience in Customer Experience Consulting and SaaS expertise at some of Australia’s largest tech companies, Steph advocates for CX transformation and innovative tech utilisation.
Joining the ranks of the Aged Care sector 15 months ago, Steph has a unique interest in the tipping point facing the Retirement provider community, as it straddles both the care and commercial worlds.
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.
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