Recording now available!
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.
Experiences and therefore purchase decisions are strongly impacted by human emotions. This is why CX Forum and Feedbackly 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 stand up on CX Forum’s webinar to open up this big and important topic.
This webinar was live on March 17. Now you can enjoy the CX Forum 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 is brought to you by Feedbackly and Carepage.
In this webinar you will learn:
- What is Emotional Experience and why it is important?
- How to collect data about the emotional experience?
- What KPIs should we use to analyze Emotional Experience?
- What to keep in mind when analyzing the CX data?
- What are the most common pitfalls to avoid?
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!
About the speaker:
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.
Enjoy the replay: