September 14, 2010 |
| 8:30 a.m.-9:00 a.m. |
Breakfast Reception
|
| 9:00 a.m.-9:15 a.m. |
Welcome And Introductions
|
| 9:15 a.m.-10:15 a.m. |
Customer Experience Basics
-
The state of customer experience
- Why good customer experience matters
- Making the business case for customer experience
|
| 10:15 a.m.-10:45 a.m. |
Experience-Based Differentiation (EBD)
- The three principles of EBD
|
| 10:45 a.m.-11:15 a.m. |
Break
|
| 11:15 a.m.-11:45 a.m. |
Experience-Based Differentiation (EBD) Contined
- Take the EBD self-test
- Group discussion: using the EBD self-test at your company
|
| 11:45 a.m.-12:30 p.m. |
The Customer Experience Maturity Model
- The five levels of EBD maturity
- The role of a customer-centric culture
|
| 12:30 p.m.-1:30 p.m. |
Lunch
|
| 1:30 p.m.-2:30 p.m. |
Exercise: Applying Experience-Based Differentiation
- Small groups focus on a fictitious wireless firm
- Identify opportunities for each of the three principles of EBD.
- Group discussion: recommendations for wireless firm
- Group discussion: how to use this exercise at your firm
|
| 2:30 p.m.-3:15 p.m. |
Building A Voice Of The Customer (VoC) Program
-
The five levels of a VoC program
- How to get the most benefits from VoC
- Group discussion: VoC best practices
|
| 3:15 p.m.-3:45 p.m. |
The Role Of A Centralized Customer Experience Organization
- Best practices for a centralized customer experience organization
|
| 3:45 p.m.-4:00 p.m. |
Wrap-Up
|
| |
Transforming Your Firm's Customer Experience
Megan Burns, Forrester, Speaker
|
