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.
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.
Building a successful Customer Experience program often requires a shift in company culture and in the way employees and managers think. One of the many things that is amazing about Customer Experience work is how it builds on itself. When we earn success in a particular discipline, it gives us the ability to gain another foothold and propel the organization forward toward greater customer centricity.
While there are so many remarkable elements of CX’s work, in this presentation our guest Nate Brown, co-founder of CX Accelerator and a global CX thought leader, will focus on how to perform a culture change and make CX stick in a business.
Join this exciting conversation for an infusion of creative energy and gain a couple of new arrows in your CX quiver! Welcome to ask your questions or tune in to listen only.
In this webinar you will learn:
How to gain meaningful momentum in the area of Voice of Customer
The required role of relevant Change Management
Making the transformation about what it really is….a culture change
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of his 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.
Whether you’re at the beginning of the journey of measuring customer experience or you’re a seasoned CX professional, this webinar promises valuable insights and actionable advice to enhance your CX program.
Kristian Stolt, COO of Feedbackly, has helped many worldwide businesses succeed in customer experience. In this exclusive session, he’ll share the secrets of crafting a successful CX program. He’ll also talk about what sets successful CX programs apart from underperformers.
Join us on November 29th to learn great advice for elevating your CX program. Welcome to ask your questions or tune in to listen only.
In this webinar you will learn:
What are the cornerstones of a successful CX program
How to convince the decision-makers and build a forward-driving CX culture
Kristian Stolt CX Academy coach, COO and partner of Feedbackly
Kristian is the COO of Feedbackly and one of the head coaches of 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 the City of Helsinki, Merck, Innovasport, the Australian Government, Stockmann, and Banregio.
Do you truly understand what your customers, patients, residents, or clients really want in their experiences? Are you struggling with your mission statement, values, and principles to lead your organisation into a new phase of growth or stability?
If you’re eager to explore the transformative power of Purpose in the realm of customer and patient experiences, don’t miss our upcoming webinar.
Join us on September 28th for an engaging webinar with Alan Forbes, the CEO of Patient Experience Group and one of Australia’s most trusted advisors to senior Healthcare executives. Alan will explore the important role of Purpose throughout the customer experience journey, using the patient experience as an example.
In this webinar, Alan will detail the common pitfalls and misconceptions surrounding patient expectations and unpack some challenges that have trapped various businesses in substandard experience delivery.
In this webinar you will learn:
How to redefine your own organisations’ purpose to focus on patient experiences
Why changing mindsets around how we understand and explore patient experiences is critical
What to consider when you are developing strategies for change
As a thought leader in the healthcare industry, Alan shares expertise and insights with audiences worldwide, inspiring and guiding them to break through siloed thinking and foster an all-inclusive approach that prioritises the patient. As CEO of Patient Experience Group, he has worked with healthcare organisations of all different shapes, sizes, and specialties; from aged care to large hospitals and even private practice, delivering innovative solutions and positive change. In his book, “The Patient Experience,” he offers practical strategies and actionable steps to enhance patient satisfaction and organisational success. His mission is to empower forward-thinking executives to provide the best possible experience for their patients and staff and ensure the utmost confidence in their organisation.
Accessibility is a crucial but often overlooked aspect of customer experience. According to the World Health Organization, approximately 15% of the world’s population experiences some form of disability, and over 1 billion people are aged 60 years or over. Inclusive feedback collection is not only an ethical requirement but a business requirement for companies that want to deliver exceptional experiences.
Join us on Wednesday, 23rd August, as we are joined by Emma Goodsell, Customer Success Manager at CarePage Business, to explore the power of technology in delivering accessible and inclusive VoC programs.
This webinar will cover innovative survey platforms, interactive question formats, and accessibility features that enhance participation and engagement for all customers.
Participants will gain practical insights on leveraging technology to collect comprehensive feedback and improve inclusive customer experiences.
In this webinar you will learn:
How to identify the accessibility requirements of your target audiences
The best tools and technology to use to ensure your feedback collection is accessible
How to design accessible survey questions
The key accessibility features that enhance participation and engagement
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:
Emma Goodsell Customer Success Manager at Carepage Business
Emma is a key customer success professional at CarePage Business. With her expertise in managing the rollout, training, and implementation of CarePage’s customer experience software, Emma empowers aged care providers to harness inclusive and accessible tools for tangible evidence of CX in real-time. Her passion for the aged care sector and dedication to making a meaningful difference drives her to work closely with providers, designing and developing strategic voice of customer programs that have been tailored to their unique audiences. Join Emma in our webinar as she shares insights and strategies on how to leverage technology for inclusivity and accessibility in CX measurement.
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