Monday, May 21 (8:30a-12:30p)
Leader: Mike Kendall, The Customer Lab
Winning and retaining customers depends on designing end-to-end solutions that solve important customer problems. Lean Design Thinking equips your organization to rapidly gain deep customer empathy, thoroughly understand problems, and quickly co-create delightful products and experiences. In this hands-on workshop, you will learn a framework of powerful tools and mindsets to enable scaling customer-driven innovation throughout your company.
Monday, May 21 (1-5p)
Leader: Diane Magers, Customer Experience Catalysts
Translating engagement to business results and balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. Learn to target, measure and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from CX improvements – while you engage your customers. Embed structure for CX benefits into your internal processes, discover the art and science of tracking benefits realization and avoid common CX challenges.