Interactive Workshops : 1 - 2 May 2012

  • Workshop A: Measuring CEM and Ensuring ROI through Effective Customer Journey Mapping
  • Workshop B: Measuring and Maximising Staff Engagement to Achieve Higher Customer Satisfaction Rates

18:00 - 20:30 Tuesday 1st May 2012

Workshop A: Measuring CEM and Ensuring ROI through Effective Customer Journey Mapping

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.

  • Understanding how to map your customers journey
  • Setting metrics and KPIs in order to measure the effectiveness of your Customer Experience Management strategies
  • Identifying gaps in the customer service delivery process to be able to implement improvements
  • Ensuring ROI with effective customer journeys
  • Utilising the ROI stats in order to secure and maximise investments into customer experience

Facilitator:

nokia Dirk Hofmann
former Director, Consumer Data and Interaction
NOKIA (FINLAND)

Benefits of Attending:

Back to Top

17:00 – 19:30 Wednesday 2nd May 2012

Workshop B: Measuring and Maximising Staff Engagement to Achieve Higher Customer Satisfaction Rates

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.

  • Strategically deciding what and how to measure staff performance and engagement
  • Setting realistic KPIs for customer service staff to measure their performance and engagement against
  • Ensuring championship from management to live customer-centricity throughout the entire organisation
  • Providing sufficient and continuous staff training to ensure staff is as knowledgeable as possible
  • Offering incentives and group activities to create a good working environment
  • Monitoring all KPIs, stats and facts to track whether customer satisfaction is positively influenced by more productive and engaged staff

Facilitator:

Emirates Craig Lee
Senior Manager Performance Development (Customer Experience)
EMIRATES (UAE)

Benefits of Attending:

Back to Top

[ Register Now ]