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.
Measuring customer experience is more popular than ever and not without a reason. In the quick pace of technological development, only a very few companies can compete purely based on technology and ignore the customer. Customer experience is the new competitive edge that makes it or breaks it. If you’re reading this, you likely agree.
You also understand that Customer Experience has to be on the map of everyone in the organization. This said CX is always a change program for the entire company. But the problem is how to push that program through. You have tens of or even hundreds of stakeholders to convince and change.
To this problem, we want to offer you tools to solve it in your organization!
In this webinar you will learn:
Where does your organization need to be to tackle this problem?
Who to convince and how to sell the benefits of CX to other parts of the organization?
How do you engage all the stakeholders?
How to set the CX program and process for the change?
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:
KRISTIAN STOLT CX Academy coach, COO @ 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, Banregio.
JAAKKO MÄNNISTÖ Awarded CX leader, Founder, Researcher, CEO @ Feedbackly
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, and the author of the CX handbook The Journey. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
More than ever before people are used to getting what they want now. The pace of life is getting faster and this also has an impact on how your customers behave and what they expect from you. The only way to engage with your customers at the correct time and place, and therefore provide them with a personalized Customer Experience is to use marketing automation.
At this webinar, we will open up more about how you can use marketing automation to collect as well as use your customer feedback. Nowadays, marketing automation has become an essential part of a CX infrastructure.
Why and how to use marketing automation as part of your CX infrastructure
How to use marketing automation to drive business and engage your customers throughout the customer journey
How to automate the measurement of the entire customer journey
Practical examples of how to utilize customer experience data at different points of the customer journey to maximize profits
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:
JOHANNA HÖGLUND Sales and CX Professional, Regional Sales Director @ APSIS
Johanna is a sales professional with a passion for people and customer success enablement. She has long experience in sales, customer success management, and business development in various industries from logistics to network marketing and pharmaceuticals, and the past decade working with sales in different positions within the digital marketing software industry.
JAAKKO MÄNNISTÖ Awarded CX leader, Founder, Researcher, CEO @ Feedbackly
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, and the author of the CX handbook The Journey. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
Liity seuraamme rentoon takkakeskusteluun kuulemaan, miten ja miksi Stockmann, yksi Suomen suurimmista vähittäiskaupan toimijoista, mittaa tunnekokemusta.
Milloin? Tiistaina 29. maaliskuuta 2022 klo 16:00 Missä? Verkossa Kesto: 60 min
Tunnekokemuksen on todettu olevan käänteentekevä sitä mittaaville yrityksille. Asiakaskokemuksen ja markkinoinnin ammattilaiset ovat entistä kiinnostuneempia oppimaan, kuinka he voivat mitata ja hallita asiakkaiden tunteita.
Tästä syystä kutsuimme Sara Toivakaisen, Stockmannin Chief Customer Experience Officerin istumaan alas kanssamme ja keskustelemaan tarkemmin siitä miksi Stockmann mittaa tunnekokemusta, kuinka he sitä mittaavat ja millaisia vaikutuksia tunnekokemuksen mittaamisella on havaittu sekä asiakaskokemusstrategian että liiketoiminnallisten tulosten näkökulmasta.
Otamme kysymyksiä vastaan myös yleisöltä, joten olet lämpimästi tervetullut osallistumaan keskusteluun ja hyödyntämään mahdollisuutesi esittää myös kysymyksiä.
Keskustelun chattia moderoi Feedbacklyn Jaakko Männistö.
Tule kuulolle tai osallistu mukaan keskusteluun esittämällä päivän polttavia kysymyksiä asiakkaiden tunteiden mittaamiseen ja hallintaan liittyen. Tervetuloa!
Stockmannin Chief Customer Experience Officer, (M.Sc.) Sara on pitkän linjan asiakas- ja työntekijäkokemuksen ammattilainen sekä tietojen käsittelyopin maisteri, joka on innostunut muotoiluajattelusta. Saran intohimo on tehdä aidosti ihmiskeskeistä liiketoimintaa, asiakaskokemuksen optimointi ja asiakas- ja yritysarvon maksimointi. Sara on myös Stockmannin johtoryhmän jäsen. Sara ja Stockmann ovat olleet tiiviisti mukana kehittämässä Emotional Value Index (EVI®) – tunnemittarin mittausmetodologiaa.
Stockmann Group:illa on noin 460 myymälää ja omaa toimintaa 19 maassa. Stockmann on yksi Suomen suurimmista vähittäiskaupan jälleenmyyjistä, jonka valikoimiin kuuluvat monipuoliset ja laadukkaat muodin, kauneuden- ja kodintuotteita.
JAAKKO MÄNNISTÖ
Palkittu CX johtaja, Feedbacklyn toimitusjohtaja, CX Forumin Co-Founder Jaakko on startup-yrittäjä ja kansainvälisesti palkittu asiakaskokemuksen mittaamisen ammattilainen kasvuyhtiö Feedbacklyssä sekä Suomen suurimman yrittäjien digitaalisen yhteisön Yrittäjä.io:n perustaja. Hän on myös Emotional Value Index eli EVI® -mittariston kehittäjä ja tunnemittaamisen globaali edelläkävijä sekä yksi CX Forumin perustajista.
PS! On March 29th took place a fireside chat with Stockmann in the Finnish language. You can get a recording of it here.
Emotional Experience is found to be a game-changer for businesses measuring it. CX and marketing professionals are interested more than ever before in learning about how they can measure and manage customers’ emotions.
This is why we invited Sara Toivakainen, Chief Customer Experience Officer at Stockmann, to sit down with us for a cozy fireside chat where we will discuss why Stockmann is measuring Emotional Experience, how they are measuring it, and what has been the impact on their CX program as well as on the business results.
We’ll also be taking questions from the audience – welcome to join and ask your questions! The chat will be moderated by Evely Kaasiku from Feedbackly.
Welcome to join us and use a chance to ask questions from a CX colleague with experience in measuring and managing customers’ emotions, or join us to listen only.
Chief Customer Experience Officer at Stockmann Customer & Employee Experience professional, Master of Science in Knowledge Management, design thinking enthusiast. Sara’s passion is to truly do people-centric business, optimize customer experience and maximize customer & business value creation. At the moment, she is a part of the leadership team of Stockmann, one of the biggest retailers in Finland. Sara and Stockmann have been part of developing the Emotional Value Index (EVI®) – Emotional Experience measurement methodology.
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.
EVELY KAASIKU
Marketing Manager at Feedbackly, Head of Community at CX Forum 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 Marketing Manager at Feedbackly, the only CX platform that provides an all-in-one solution for measuring customers’ emotions.
PS! On March 29th takes place a Fireside Chat with Stockmann in the Finnish language. Learn more about it here.
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