Customer Experience Management Workshop
Measuring, Monitoring, and Improving What Matters to Customers
Dates TBD— Boston, MA
Fee: $1,295
The registration fee for this event is $1,295 (U.S.) for the first participant from the company and $995 (U.S.) each for additional participants from the same organization.
- Would you like to improve the customer experience that your consumer and/or
business customers have when dealing with your brand, your organization, your
products,
and your partners?
- Would you like to know what other organizations have done to improve their
customer experience and how you can emulate these best practices
in your company?
- Would you like to make it easier for customers to find the information they need in order to make buying decisions, to enjoy your products and services and to prevent or resolve problems?
- Would you like to be sure that all customers are receiving consistent, high quality service that is profitable for you to deliver, even if many of those customers have very different expectations and needs?
- Would you like to know how you can help evolve your corporate culture, your organization’s roles and responsibilities, your partner relationships, and your performance management systems to be more customer-centric?
- Would you like to be able to evolve your IT systems and business processes to be more customer-adaptive?
- Would you like to be able to correlate improvements to bottom line results?
This hands-on workshop will help you figure out your next
steps for improving the Quality of Customer ExperienceSM for your
company. See the full agenda.
Spend two days working with the top minds in
the industry! Join
seasoned consultant, Patricia
Seybold, in a two-day, hands-on Interactive Workshop
to help you identify:
- How should you improve your customers’ cross-channel experience?
- At which points in their relationships do customers need your help, and how do they want it delivered?
- What parts of your organization need to be involved and how?
- How should your processes and IT adapt to respond to your customers' needs?
- How do you identify and improve what matters most to customers, monitor results, and deliver benefits to the bottom line?
Go back to your team with a validated game plan, best practices, a fresh perspective, and a set of planning, decision-making, and prioritizing tools you can put into action immediately. We will map out your customers’ unique requirements using our proven Customer Scenario® Mapping methodology. You will use your customer’ perspectives to identify and address the issues you'll be confronting in your own projects.
Who Should Attend
Executives (VPs, Directors, Managers ) in Customer Experience,
Marketing, Merchandising, Operations, Customer Advocacy, Professional Services,
Sales Operations, Channel Partner management, E-business, Contact Center, Customer
Support, Customer/Partner Portals, Content Management, Billing, Product Usability,
IT, Business Process Redesign. This workshop is an excellent way for your team
to jumpstart and/or refine your Customer Experience game plan.
Tangible Takeaways
You'll learn how to:
- Improve the customer experience your company offers and increase lifetime
customer value
- Align different departments and stakeholders around customer priorities
- Streamline online and offline product and service information to anticipate customers’ needs and improve findability, quality and consistency of information
- Define metrics that tell you how well you are doing in satisfying customer and channel partner needs
- Set customer experience priorities and develop a business/IT road map based
on those priorities
Unlike conferences and seminars, where hundreds or thousands of people listen to a presentation by "experts," and vendors demonstrate their technology solutions, our Interactive Workshops are designed to address the individual issues of a small number of attendees who participate in each workshop (typically a dozen or fewer). Participants get to work on their own issues, while learning from others in different industries who are tackling similar issues. In order to provide the individual attention that each workshop participant deserves, registration to each session is limited. So sign up for this hands-on workshop soon to ensure your place at the table!
Agenda
Day One:
- 8:30am - 5:00pm - Patricia Seybold Group -- 210 Commercial Street, Boston, MA 02109
Day Two
- 8:30am - 4:00pm - Patricia Seybold Group -- 210 Commercial Street, Boston, MA 02109
Click here for a more detailed listing of the 2-day agenda.
Location
Patricia Seybold Group Offices
210 Commercial Street
Boston, MA 02109
(617) 742-5200
Click here for directions to the office
Hotel Accommodations
Hotel reservations, cancellations, and charges are the attendee's responsibility.
Click here for a list of recommended hotels in the area.
Registration
The registration fee for this event is $1,295 for the first participant from the company and $995 each for additional participants from the same organization.
Space is limited and will be filled on a first-come, first-serve
basis. Fees include the 2-day session, session materials, and scheduled meals.
Transportation, hotel and other expenses are the attendee's responsibility.
Payment in full, by check or credit card, is required in advance of participation.
Please make company checks payable to Patricia Seybold Group, Inc., and mail
to 210 Commercial Street, Boston, MA 02109. ATTN: CX Workshop. In lieu of pre-payment,
a company purchase order must be received within 10 days of the event.
Cancellation Policy – Attendee substitutes can be made at any time. We will refund the full registration fee if notified in writing four weeks before a workshop. Cancellations made up to two weeks prior to the workshop are subject to a 50% service charge. There will be no refunds given for cancellations made within two weeks prior to the event date.
If, for any reason, the Patricia Seybold Group must reschedule a workshop, attendees will be notified at least one week prior to the original event date. Paid registration fees will be applied to any future event, and attendees will be notified of new dates as soon as possible. If a mutually satisfactory rescheduling date cannot be reached, attendees of postponed workshops will receive a refund of paid registration fees.
Need more information? Please contact Sales at sales at psgroup.com or (617) 742-5200
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