PBI+Qualtrics - Strategic Experience Management webinar series - Did you miss any of them? Don’t worry, you can watch them here!
Why Experience Management matters, especially in times of crisis
The most successful companies don’t just react to problems as they occur, they try to predict and mitigate those problems before they ever happen. Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot risks and opportunities for improvement. When it comes to meeting the wants and needs of customers and employees, there’s a big disparity between how well companies think they perform and how well they actually do. This has been researched and coined as the “experience gap”, and it occurs in all industries and companies, both b2c and b2b. In times of crisis like the one we are experience now, it is time to revise the gaps that exist between our companies and our supplier, employees, and customers, and identify how we can respond and close those gaps quickly and effectively to retain confidence and trust towards our brands, solutions and capabilities.
Experience Management as a strategic management tool
PBI has organized a Strategic Experient Management (XM) webinar series to highlight the different aspects of XM. When XM is used as a holistic management tool, you company becomes more effective, interactive and responsive to the needs and changes of the business ecosystem you are in. Many companies are already conducting parts, e.g. employee satisfaction surveys and customer feedback which are needed for ISO standards. But many companies fail to use this data to its fullest potential.
The main questions from a strategic standpoint are:
How do our stakeholders’ experiences influence sales and profitability?
Does stakeholder experience support our strategy execution?
How does our company’s performance influence stakeholder experience?
How can we act early enough on weak signals in stakeholder experience?
The webinar series is available for viewing below:
Strategic Supplier XM 26.6.2020 at 09.00-09.30 am (GMT+3)
How to listen to and manage your supplier relationships effectively
Speakers are Dr. Magnus Gustafsson (Partner), Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).
Supply chains are heavily impacted by the Covid-19 crisis. Understanding the role, contribution and value of your suppliers is crucial to develop and secure supply chain resilience during the crisis and preparing for future global challenges.
Missed the webinar? No worries, you can check out the recording here:
Strategic Internal XM, 14.8.2020 at 09.00-09.30 am (GMT+3) Check out the recording here
How to measure the impact of internal cooperation on company performance
Speakers are Dr. Magnus Gustafsson (Partner), Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).
Employees and internal cooperation is key to company success and increased profitability. Understanding the pain points and bottle necks of cooperation between departments will unlock new opportunities and make the work environment better. This will in turn increase job satisfaction and motivation, creating a positive experience cycle. Especially considering the current pandemic causing a lot of uncertainty and frustration, it is imperative that employees can collaborate effectively.
Strategic Customer XM for project business, 21.8.2020 at 09.00-09.30 am (GMT+3) Check out the recording here
How to measure the impact of customer experience on company performance in project business
Speakers are Dr. Magnus Gustafsson (Partner), Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).
Customer Experience Management processes are often disconnected from strategy implementation and are reactive, when they in fact could be an invaluable tool for monitoring strategy implementation in real time and provide predictive analytics. This requires that Customer Experience Management is integrated into your business process and that you are asking yourself the right questions; how do our customer’s experiences influence sales and profitability? Does the customer experience support strategy execution?
Strategic Customer XM for continuous b2b / aftersales / OEM business, 28.8.2020 at 09.00-09.30 am (GMT+3) Check out the recording here
How does customer experience impact on sales and contract renewals? Does our customer segmentation reflect customers’ expectations of us?
Speakers are Dr. Magnus Gustafsson (Partner), Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).
The customer’s trust in the supplier’s skill and will to deliver is key to all business. Therefore, it is crucial to at all times ensure the customer does not lose trust in your skill and will to deliver. This means that customer experience shows up in expectations, sales and loyalty.
Stay tuned for more webinars in 2020!
If you would like to discuss the topics further, please be in touch with
Filip Franck (+358 40 827 4864 / filip.franck@pbi.fi)