Our customers have increasingly complex expectations regarding our service offerings and delivery. Is it enough to think in terms of customer service or do we need to have a richer understanding of their full customer experience? The customer’s experience is their physical and emotional perception of interactions with services, people, processes, and communication channels. In this seminar, we will start to map and understand your customer’s journey through and experience with your organization, while providing proven data-collection strategies to measure and optimize the overall customer experience.
No matter what your role within your IT organization, if you are interacting with customers, you will benefit from this session.
Upon completion, participants will
Understand the difference between customer service and customer experience Begin to map the customer journey for your organization Identify appropriate data-collection options for answering research questions or measuring progress toward organizational goals We will give you a framework to take back to your organization so that you are not thinking about these experiences in isolation. We guarantee you won’t be bored during this seminar!
