Post-Event Leadership Workshops

Everyone agrees that customer experience is important, but when it comes to allocating funds, managing budgets, and controlling costs, investing in customer experience can often take a “backseat priority” because of a lack of clarity: quantifying why it’s important, and justifying why it should be improved.

In this workshop we’ll explore why good customer experiences and a robust voice-of-the-customer programme can give your business a huge competitive advantage, and for a public service — can make it much more cost-effective and deliver significantly improved public outcomes.

We’ll consider your organisation’s outcome objectives and criteria for success, the desired customer behaviours and choices that lead to these outcomes and the experiences customers have that drive (or undermine) those choices. We’ll use cross-industry research to demonstrate the cost of poor service and work with workshop attendees to build a customer experience value model for their own organisation that documents:

This workshop is for CX leaders and champions who need to establish a clear understanding of the business imperatives of customer experience, service quality and continuous improvement. Its content can be comfortably applied to businesses in multiple industries, public services, not-for-profit and non-profit enterprises.