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)
Would you like to learn what the top performers do in the field of Customer Experience?
We wanted it as well. That is the reason why we went out there and asked nearly 500 market leaders and top performers in CX what they do regarding their CX activities, budgets, and plans for the future. What we got is a comprehensive package from practical data and a vast future outlook on where the CX market is going and how top companies are putting their customers at the heart of their strategy in the future. We are excited to share with you the key facts and insights from the Future CX Outlook Report.
Join us on April 28 to understand where the CX budgets are appointed and what the industry feels about how to quantify the ROI of Customer Experience efforts all the way to the rise of the emotional experience measurement.
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 are able to 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 collecting CX data is key, understanding its value to your business is critical, but identifying the right actions to take is not always so clear.
With CX Forum and Feedbackly, we have developed a completely new concept of Emotional Experience measurement. This new framework takes into consideration the vast variety of human emotions and how those emotions impact your business performance. We’re excited to open up more about this big and important topic on our next webinar.
This webinar was live on March 17. Now you can enjoy the educational webinar recording to find the answers to some key questions about how human emotions impact your business performance and how you can use them for growing your business. The webinar was brought to you by Feedbackly and Carepage.
Jaakko an award-winning CX professional and one of the founders of the Emotional Experience measurement framework. Jaakko is also the founder and CEO of Feedbackly, co-founder of CX Forum and CX academy, and the author of the CX handbook The Journey. He is a researcher in the area of utilizing AI tools to build better customer experiences. Jaakko is an award-winning Customer Experience Professional who has been featured also on the Forbes 30 Under 30 list of rising CX stars.
This webinar was live on March 17th, 2021. Big thanks to all the registrants and participants. We’re thrilled that the webinar had about 500 registrants! Thank you!
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