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StartDatesDurationCertification Exam IncludedPrice
Wednesday 8/5-8/6 2 days No $1,899

Customer Experience is the next competitive battleground: Are you ready for the battle? After completing the two-day C/X workshop – you will be. This workshop is designed for leaders who want to be on the front-lines initiating, improving and optimizing an effective CX program.

What You Will Learn

  • CX vs. Customer Service
  • Key CX Metrics
  • Journey Mapping
  • Voice of the Customer
  • Customer Experience Maturity

Who Should Attend

Any Manager and Director level professionals

Be sure to check out our conference track Revolutionizing the Customer Experience to explore sessions to help continue your learning while onsite! 

Unit 1: Customer Experience - The Next Competitive Battleground

  • Introduction to CX
  • CX versus Customer Service
  • CX Glossary of Terms
  • CX Maturity Model and various stages

Unit 2: Voice of the Customer

  • Introduction to VoC
  • Structured and Unstructured Feedback
  • Building “listening paths”
  • CX Metrics that Matter
  • Building a CX Dashboard
  • Journey Mapping
  • Voice of the employee

Unit 3: Experience Engineering

  • Principles of “Leading Change”
  • The power of effort reduction
  • Methodologies that matter
  • Lean Six Sigma
  • Knowledge Centered Support
  • Dev Ops / ITIL / Agile

Unit 4: Employee Experience

  • Why EX is the foundation of CX
  • Creating meaningful work
  • Motivating Employees
  • “TOMO” factor

Unit 5: Leadership and Culture

  • Achieving leadership buy-in
  • The power of authentic human leadership
  • Developing and maintaining a customer-centric culture
  • Hiring customer advocates

Register

Sponsors

The Following Sponsors Make This Event Possible