30 April - 02 Mai 2012, Dockside, Sydney, NSW
Register by 21st Feb 2012 and Save up to AU $400 off!
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Collecting customer feedback and measuring customer experience is the only way to really understand what your customers think of you, which services they find excellent and where they clearly want improvements from you. Mapping your customer journey and ensuring that the journey provided is only the start of being able to get ROI from your customer experience management strategies. Join this interactive workshop session to learn the best ways for effective customer journey mapping, measurement of CEM effectiveness and how this helps to prove the ROI of investments.
Dirk Hofmannformer Director, Consumer Data and Interaction NOKIA (FINLAND)
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Your staff is your most valuable asset in regards to achieving higher customer satisfaction levels. Your customers will only have the experience you want them to have if your staff is creating and providing that experience throughout all touchpoints and channels. In order to ensure this experience is created it is crucial to maximise engagement of your service staff, to make it their own goal to provide the best customer experience possible. By attending this workshop you will be able to learn how to achieve high staff engagement and how to measure it. Join this interactive group to learn from the facilitator and your peers.
Craig LeeSenior Manager Performance Development (Customer Experience) EMIRATES (UAE)
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