Event Details: “I think we need to be more of a customer centric organization” said the CEO. “I am concerned about price pressure and wonder if service could be a differentiator for us. I have been hearing about customer experience. I would like you to figure out what this is and what it could mean for our organization. Let me know what we need to do.” While not a real conversation, many customer experience practitioners have been faced with a charge about that vague. What is customer experience? How do you start when your organization is just beginning to think about a more disciplined approach? How do you build a sustainable approach that will be embraced across the organization? Come participate in an interactive discussion as we talk about customer experience maturity models and how to begin the journey. We will introduce a model that moves from early thinking to fully embedded in the organization, with a very focused discussion on the first stages. Come with your experiences, stories and questions as we learn from each other.
More details are available at http://cxpa.org/events/event_details.asp?id=332434&group=. I hope to see you there!