Free Webinar: Boosting Customer Centricity with the Jobs-to-Be-Done Theory

Free Webinar: Boosting Customer Centricity with the Jobs-to-Be-Done Theory

Join this webinar to learn effective approaches and strategies that help businesses to drive growth, create new innovations, and enhance customers’ experiences.

Date: Wednesday, June 21
Time: 9 AM EDT (UTC -4) / 4 PM EEST (UTC +3)
Running time: 45 min

>> Enjoy your free recording here

Are you continuously seeking ways to drive growth and innovation in your business while putting your customers at the center? If the answer is yes, this webinar is for you.

On June 21st, we’ll have an exciting webinar with Rachel Kaye, the Global Upstream Marketing Manager of Teleflex Medical – Urology Care, where we’ll revolutionize the way you approach business success with a strong focus on customer-centricity.

During this webinar, Rachel will guide you through the powerful strategies of Outcome-Driven Innovation (ODI) and Jobs-to-be-Done (JTBD) theory created by Tony Ulwick, emphasizing how these methodologies can help you identify and quantify your customers’ needs effectively.

In this webinar you will learn:

  • Identify and quantify your users’ needs using outcome-driven innovation and jobs-to-be-done theory
  • Bring outcome-driven decision-making into all aspects of marketing and customer experience
  • Understand the overserved and underserved needs of your customers
  • Create strategies that are agnostic to external variations in the market

Welcome to learn new ways to enhance your customers’ experiences and drive business growth!

>> Enjoy your free recording here

PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!

CXforum webinar with Teleflex

About the speaker:

Rachel Kaye
Global Upstream Marketing Manager at Teleflex Medical – Urology Care

Rachel is an integral part of Teleflex’s global marketing team. She is the marketing lead for the PLM of Teleflex’s complete Urology product portfolio, which includes both products for the hospital and homecare market. As a passionate Marketeer, she prides herself on her ability to make data-driven decisions and is on a constant quest to remove bias from her work. One of the main tools for that is JTBD & ODI methodology which she uses, in some form or another, on a daily basis.

This webinar is brought to you by CXforumCarepage, Feedbackly, and Teleflex.

Download your free recording here:

Free Webinar: Customer Experience – The Key to Success in Challenging Times

Free Webinar: Customer Experience – The Key to Success in Challenging Times

Join this webinar to learn how your CX is the key factor that makes or breaks it for your business during challenging times.

Date: Thursday, May 25
Time: 9 AM EDT (UTC -4) / 4 PM EEST (UTC +3)
Running time: 60 min

>> Enjoy your free recording here

When the pandemic hit, it became quickly clear that businesses that invest 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 Futurelab Experience 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

>> Enjoy your free recording here

PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!

Futurelab webinar

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.

This webinar is brought to you by CXforumCarepage, Feedbackly, and Futurelab Experience.

Download your free recording here:

Virtual fireside chat: How to Build a Successful B2B CX Program?

Virtual fireside chat: How to Build a Successful B2B CX Program?

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

>> Enjoy your free recording here

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

>> Enjoy your free recording here

Virtual fireside chat: How to Build a Successful B2B CX Program?

About the speaker:

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.

This webinar is brought to you by CXforumCarepage, Feedbackly, and Air France Industries KLM Engineering & Maintenance.

Download your free recording here:

Free Webinar: Why Your Journey Map is Likely a Dead-End (and How to Fix It)

Free Webinar: Why Your Journey Map is Likely a Dead-End (and How to Fix It)

Join this webinar to acquire a fresh approach and useful tools for capturing customer feedback and utilizing the Voice of Customer (VoC).

Date: Tuesday, April 25
Time: 11 AM BST (UTC +1) / 1 PM EEST (UTC +3)
Running time: 45 min

>> Enjoy your free recording here

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

>> Enjoy your free recording here

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.

This webinar is brought to you by CXforumCarepage, Feedbackly, and CX Accelerator.

Download your free recording here:

Free Webinar: Expert Tips for Using Customer Emotion Data in Improving Business Results

Free Webinar: Expert Tips for Using Customer Emotion Data in Improving Business Results

Join this webinar to learn practical examples of how to measure customer emotion and how to use customer emotion data in improving business results.

Date: Wednesday, March 1
Time: 9 AM EST (UTC -5)/, 4 PM EET (UTC +2)
Running time: 60 min

>> Enjoy your free recording here

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

>> Enjoy your free recording here

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 also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.

This webinar is brought to you by CXforumCarepage, and Feedbackly

Download your free recording here:

Virtual fireside chat: How to Build a Successful B2B CX Program?

Virtual fireside chat: How Marketing Teams Should Think About CX

Join this webinar with Uber and CXforum to learn how to provide the best experiences across the entire customer journey

Date: Thursday, January 26
Time: 9 AM EST (UTC -5)/, 4 PM EET (UTC +2)
Running time: 60 min

>> Enjoy your free recording here

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

>> Enjoy your free recording here

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.

This webinar is brought to you by CXforumCarepageFeedbackly and Uber

Download your free recording here: