Kick Off: Introductions and Context-Setting

Current Issues, Achievements, and Initiatives—An open discussion of participants’ context and group sharing of experiences

Best Practices in Customer Experience—Report on the latest best practices in cross-channel, cross-lifecycle customer experiences from companies in a variety of industries.

Overview of our Cross-Channel, Cross-Lifecycle Customer Service and Support Framework—At what points during your customer’s relationship with your company does he need help? What kind of help does he need, and how does he seek that help? How do your current responsibilities and initiatives map to the customer life cycle?

Team Exercise: How to Capture & Prioritize Customer Experience Requirements for each Key Customer Group—Interactive Customer Scenario^® Mapping. Learn how to identify and to capture your customers' or partners’ most critical scenarios and to identify the services required to support those scenarios. Come with some ideas about which customer or partner segments and which customer scenarios you'd like to work on.

How to Identify ROI Opportunities—How should you measure Quality of Customer Experience^SM? What is the potential ROI for improving the customer experience? Are you measuring what matters to stakeholders? Where can you attribute savings, costs, increased revenues, profits, and customer retention?

Recap & Synthesis

Customer Segmentation & Customer Information—Best-Practice companies understand customers deeply—they understand who they are and what they care about. They also give customers access to all the information they need and want about their relationships, interactions and transaction. How can you do a better job of a) understanding your customers and b) providing customers with access to the information you have about them and their situations.

Approaches to Improving the Quality of Information and Findability—Connecting customers with the answers they need requires on good information, good information management practices, and good search technology. What is the impact of varying the balance of your investments in these three areas?

Exercise: Developing Your QCE^SM Scorecard—Measuring what matters to customers. Correlating increases in customer value with improvements in the Quality of Customer Experience you deliver.

Working Lunch: Creating a Customer-Centric Culture and Aligning Stakeholders around Customers’ Priorities—What are some of the ways that you can help move your corporate culture to be even more customer-focused? What can you learn and apply from best-practice companies? What can you do even if yours is a silo’d, and/or product-driven organizational culture?

Organizational Roles & Responsibilities—What are the key roles and responsibilities you ideally should have to continuously improve and deliver the Quality of Customer Experience you deliver?

Exercise: Competencies, Roles, and Organizational Readiness—How does your organization stack up? What are the biggest gaps? Recommendations for how to “work around” them.

How to Identify, Prioritize, and Execute Necessary IT & Business Process Changes—How do companies organize and execute in order to improve the Quality of Customer Experience? How can you work better with your IT and/or business process teams to put the customer first? How can you influence the resource allocation process?

Wrap-Up: Crafting Your Action Plan—Identify the "Low-Hanging Fruit" and the Customer-Critical Issues to Address in the next six months.