GoingToMeet

This two-day intensive workshop provides solutions and techniques to understand your customers. It will provide you with practical approaches to avoiding customer relations mistakes and developing another profit center – your customer service!

Understand the changing role of customer experience in delivering sustainable market differentiation


Benefits of Attending

• Maximize customer experiences that shape customer loyalty, advocacy and word of mouth recommendations
• Develop a business case for CEM
• Determine the kind of customer experiences that are right for the business by understanding brand values, segmentation, propensity analysis and process management
• Make customer experience fit into the new customer-centric business Models
• Learn how to create customer experience maps and identify the processes, policies, treatments and capabilities required to execute the defined customer experience
• Define customer experience by understanding the role of capability management in developing operational capabilities and competencies