Name: The business value of CX: How to design a program that delivers
Start: 2023-05-02T14:00:00Z
End: 2023-05-02T14:00:39.000Z
Location: BrightTALK
Rating: 5

Forsta powers the HX (Human Experience) platform that breaks down the silos between customer experience (CX) employee experience (EX), and market research.
 
Our technology helps you get closer to your people to fully understand their experiences, really see who they are, better respond to their needs, and build genuine lasting relationships with them. We’re here to help inform and inspire all that you do to understand your humans.
 
With us, you can gather, analyze, visualize, and act on the data and insights your customers and employees generate. We promote best practices, examine industry trends, discuss industry controversies and challenges, and above all, help you get to know the humans in your business.

To survive as a professional in today's world of tight budgets and limited resources you need to make sure you're focusing on the right skills. What separates leaders from underachievers? What must the modern CX professional master to achieve their ambitions?

We analyze what 435 professionals in the US and EMEA told us, and share some secrets to success. Set yourself up to with skills covering strategic thinking, productivity, and proving the value of yourself and your CX program to the wider business.

Key takeaways:
 
- The eight habits of CX practitioners, managers and leaders
- Practical tips to incorporate positive habits into your day
- How to prove the value of yourself and your CX program

The successful habits of CX professionals

Modern survey technology helps you gather feedback from hundreds or thousands of people. All around the world. In just a few hours.
Surveys measure experiences, test new products and predict elections. And now you can make them even more more powerful. Qualitative research supercharges surveys with depth, colour and relatable stories.
So you can help your clients and stakeholders to understand data, grasp your insights and make decisions more confidently. With quant + qual it really is a case of 1+1=3.

Industry expert Mike Stevens and Debi Hart, VP Product Manager at Forsta discuss:

- Why qualitative research is growing in importance
- The 3 critical ways it enhances survey research
- The 3 simple tools for adding qualitative depth to your own quantitative survey research.

How to enhance your quantitative research with qualitative depth

Are you leveraging your local marketing to drive performance?

Join Zack Hamilton, Executive Practitioner, to learn how to make the most of your local marketing using an often untapped source of differentiation – your local reviews. Zack walks you through why you can’t afford to miss out on using online reviews to your advantage, and how to implement an online review strategy for best results, with real-life successes.
 
Key takeaways:
 
- How to use online reviews to identify opportunities for differentiation
- How to leverage those opportunities to prioritize changes and improvements
- How to make sure you get real changes that drive business results

Online Reviews – Your Cheat Code for Better Performance

In a sea of visualization tools we get lost choosing the best tools to meet our needs. So how can you decide when to use business intelligence tools and when to use market research-specific tools? 

Join us and Alexander Skorka while he unpacks the different options when choosing reporting and dashboarding solutions. Some companies choose BI solutions, to give employees easy and fast access to decision-relevant data. But there is a fast-rising trend to use market research-specific solutions. We look at the pros and cons of both options covering all areas of the business. Get the framework to define your needs and unpack the relevant decision criteria. Walk away confident on how to assess and compare different solutions, and ultimately find best solution for you.

Key takeaways:

-           Discover the pros and cons of both BI and market research-specific solutions
-           Learn how our framework can help you define your needs and unpack relevant decision criteria
-           Learn how to make confident decisions to find the best solution for you.

Next-gen reporting: How to choose the right tech to help tell your data stories

Research agencies who combine leading-edge software with deep human expertise will be strongly positioned to create value for their clients - whatever the economic climate.

But how do you execute on this?

And how do you maximise the Human Experience opportunity in a downturn? In this expert webinar and panel discussion we'll share four strategies you can adopt to drive results for your clients, thrive in a tightening market and unlock future growth.

Key takeaways:

- How to build client value, drive revenue growth and enhance agency profitability
- Growth-enhancing opportunities for agencies
- Key attributes to assess when choosing a technology partner

How research agencies can thrive in a downturn

Join Darran Taylor from The Automobile Association, the UK's largest motoring organization serving over 14 million members as he shares his experiences of working alongside Forsta to rejuvenate their CX measurement program. Darran will explain how a renewed focus on the importance of measuring CX led to the adoption of fresh approaches, from survey redesign to communication of results to driving actions. Darran will illustrate through ‘real life’ examples including how the program enabled a better understanding the experiences of vulnerable customers.

The AA is best known for its breakdown cover, but it also offers finance, insurance, leisure and lifestyle services.

Reinvigorate CX Measurement and Business Impact

2022 was a difficult year for businesses – global economic turmoil, rapidly changing customer buying patterns, evolving social interactions across channels are just a few of the challenges faced by many. As you and your organization gear up for 2023, it’s even more important to appreciate the role customer experience (CX) plays in driving brand loyalty and customer retention and how it can help future-proof businesses like yours.

Join us to hear Mark A. Ratekin, Principal Consultant, Global CX Consulting, Forsta and guest speaker Rick Parrish, Vice President, Research Director, Forrester discuss the top CX predictions for 2023.

Key takeaways:

- Learn how effective CX programs evolve and improve
- Understand core challenges for CX teams around survey design and data analytics
- See how you can meet these challenges with data storytelling, design thinking and journey mapping
- How focusing on Human Experience (HX) can help organizations future-proof CX activities

CX Predictions for 2023: In Conversation with guest Forrester

Tightening research budgets. Increased use of DIY technologies. Profit margins under relentless downward pressure. It feels like only doom-and-gloom for research agencies.

But that’s not true.

Demand for research and insight is growing. New methods, tools and data sources are proliferating. And research agencies are uniquely positioned to help organizations understand their audiences.

At Forsta, we strongly believe in this second narrative. In fact, we think this is a new golden age for agencies. We work with hundreds of great research companies all over the world. Every day, we see inspiring examples of innovation, client impact and commercial success.

Our four-part webinar series explores some of the key strategies with which agencies can be successful in this new era for the insights industry.

In our latest webinar, we debunk the notion that research is a binary choice between humans and machines, between full-service support and ‘DIY’ software.

Join industry consultant Mike Stevens and Forsta experts Fredrik Osterberg to hear how your agency can seize the big opportunities in today’s research ecosystem.
 
Part 3: Blended Technology & Services

Join the session to learn:

Why hybrid models that combine software and research expertise are the key to meeting client requirements
How agencies can generate new revenue from their own technology-based intellectual property
The pros and cons of different ways to create hybrid ‘products’ that blend human research skills and best-in-class software.

Power up your results by pairing research skills with cutting-edge software

Customer retention and loyalty can drive growth in a business and save costs in the long run – even during rocky times!

These are results businesses dream of – but how do you get leadership buy-in for your CX program? Howard Lax, Principal Consultant at Forsta shares how delivering superior customer experiences – with real life examples - can boost the bottom line, and arms you with the insight to prove to your leadership that “CX pays”.

Join us and learn how to:

Drive business impact with your CX program
Understand the economics of CX
Get leadership buy-in

Proving the ROI of CX in rocky times

The modern world is in thrall to metrics, big data and the power of large numbers.
 
But analytics and measurement will only get you so far.
 
Truly human-centric organisations thrive by embracing empathy, understanding context and listening to the stories of the people they serve.
 
Qualitative research unlocks these powerful insights, and it’s more important than ever.
 
Join this live webinar to learn about the key trends that are shaping demand for qualitative research.
 
Led by industry expert Mike Stevens, you’ll learn:
 
   What’s behind the growing appetite for qualitative research
   How In-House and Agency researchers are adopting new qualitative methods
   How Customer, User and Employee Experience teams approach qualitative research
   Where the next wave of qualitative growth is coming from - and how to get ahead of it

Why qualitative wins: the Future of human experience insights

Your people and their ideas are your biggest assets - but are you making the most of them?

Innovation is the cornerstone of successful businesses. But it’s not just innovative products that move the needle. Customers are clamoring for more and more.

And customer experiences need to get better and better. But how? 

Ask the people who know your customer best - the frontline. 

Using cutting edge software, you can unlock innovation at scale by tracking any number of ideas, turning those that make the grade into actionable business cases, and rewarding your original thinkers.

It’s a fast-track to memorable experiences that bring your customers back for more.

Key takeaways:

Why your frontline is your biggest asset when it comes to a customer-centric strategy
Turning good ideas into even better actions
The results businesses see from using Forsta’s Frontline Innovation tool

From ideas to impact - driving innovation with your frontline

Throughout history, humans have used stories to illustrate their lives and communicate with each other. A story is the fastest way to help your audience understand what you mean. And with just a handful of storytelling techniques - and cutting-edge technology - you can frame current customer experience insights and deliver future insights before the story is even told. 

Key takeaways: 

Learn how to use story archetypes that echo across cultures, continents, and history to better understand your customer insights 
Review real life customer experience successes from Best Buy and the Automobile Association 
Explore how Forsta technology can help tell the untold story and discover chapters you’ve never seen before

Web Summit Masterclass: Storytelling the Human Experience of data

Tightening research budgets. Increased use of DIY technologies. Profit margins under relentless downward pressure. It feels like only doom-and-gloom for research agencies.

But that’s not true.

Demand for research and insight is growing. New methods, tools and data sources are proliferating. And research agencies are uniquely positioned to help organizations understand their audiences.

At Forsta, we strongly believe in this second narrative. In fact, we think this is a new golden age for agencies. We work with hundreds of great research companies all over the world. Every day, we see inspiring examples of innovation, client impact, and commercial success.

Our four-part webinar series explores some of the key strategies with which agencies can be successful in this new era for the insights industry.
In our latest webinar, we debunk the notion that research is a binary choice between humans and machines, between full-service support and ‘DIY’ software.

Join industry consultant Mike Stevens and Forsta experts Fredrik Osterberg to hear how your agency can seize the big opportunities in today’s research ecosystem.
 
Part 1: Premium Advice & Expertise
Learn:
·       -Why management consultancies are growing their research practices
        -How agencies can take a bite out of the consulting firm’s pie
        -Examples of successful advisory strategies adopted by research companies.

Premium Advice & Expertise for MRAs

Tightening research budgets. Increased use of DIY technologies. Profit margins under relentless downward pressure. While many research agencies encounter these challenges, it’s not all doom-and-gloom.

Demand for research and insight is growing. New methods, tools and data sources are proliferating. And research agencies are uniquely positioned to help organizations understand their audiences.

In this webinar, we will demonstrate how research agencies can do just that by embracing the fast-growing opportunities in customer, employee and user experience.

Join the session to learn:

• The rates at which CX, EX and UX are growing 
• Why this is much more of an opportunity for research agencies than a threat
• How agencies already have many of the skills in place to compete successfully in these categories
• Case studies of research companies who have built robust revenue streams using Human Experience capabilities

Embrace how MRAs can tap the growing demand for human experience research

Choosing between investing in humans and machine learning processes or between full-service support and ‘DIY’ software does not have to be an and/or proposition for market research agencies (MRAs).

In our latest webinar, we debunk the notion that research must be a binary choice, illustrate why a hybrid human-software model is best, and explain how your agency can seize the big opportunities in today’s research ecosystem.

Tune in to discover:

• Why hybrid models that combine software and research expertise are the key to meeting client requirements
• How agencies can generate new revenue from their own technology-based intellectual property
• The pros and cons of different ways to create hybrid ‘products’ that blend human research skills and best-in-class software.

Today, the revenue mix of market research agencies (MRAs) is more diverse than ever, extending well beyond research delivery to strategy, implementation, measurement, coaching, and even workshop facilitation. 

From an efficiency perspective, balancing these myriad revenue streams—and the people and processes that support them—requires more than manual human labor.

This is where we introduce process automation for MRAs. Watch this webinar session to examine methods for introducing process automation in your company and:

• 4 key strategies for research agency success
• How agencies are streamlining by reducing manual work, redirecting resources and improving profit margins
• Examples of research companies who have successfully adopted new processes that drive better commercial outcomes

4 methods you can use to launch process automation

Over 80% of your customers don’t respond to traditional surveys. Yet when the right customer outreach strategies are used, customers are enthusiastic to talk about brands they love. How can CX leaders bridge the gap to support the business and ultimately deliver exceptional experiences? 
Join Forsta and GemSeek to learn how data and smart algorithms can be used to surface human-centered insights for exceptional experiences. 

Key takeaways:
   Using data science to better understand your customers
   Detecting customer at risk
   Increasing closed-the-loop
   Making smart algorithm technology a success for your organization

Digging for gold in the mountain of data: In Conversation with GemSeek

Discover how to design and implement a customer experience (CX) program that delivers measurable business outcomes. Phil Durand, Principal Consultant, discusses practical strategies to align your CX program with commercial objectives, specific tactics to support cross-organizational initiatives, and how choosing the right metrics makes all the difference. You’ll also learn how to ask the right questions to drive results and earn support from leadership. Join us to find out how you can unlock the power of CX for business success.

Key takeaways
• How to design a CX program that delivers the required value from the start
• How to use a simple framework to link your CX initiatives to current commercial objectives
• How to communicate results across your organization to demonstrate value and earn leadership support

The business value of CX: How to design a program that delivers

Customer Experience

Insights

Analytics

Customer Engagement

Audience Insight

Innovation

Data Analytics

Technology

Customer Data

User Experience

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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The business value of CX: How to design a program that delivers

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