The Customer Experience Journey

Air Date: Tuesday, October 28, 2008

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

Why is customer experience such a hot topic? Because it's important, complex, and broken. That's why firms should head towards Experience-Based Differentiation (EBD), a blueprint for customer experience excellence. But EBD can't be mastered overnight. Instead, companies must embark on a multiyear journey through five levels of EBD maturity: 1) interested; 2) invested; 3) committed; 4) engaged; and 5) embedded. This teleconference discusses the path that firms must take to dramatically improve their customer experience.

Agenda:

• What is the current state of customer experience?
• How can firms chart a path to customer experience excellence?
• What role does company culture play?

Related Research:

Obstacles To Customer Experience Success, 2008

by Bruce D. Temkin, February 07, 2008

The State Of Experience-Based Differentiation

by Bruce D. Temkin, February 19, 2008

The Chief Customer/Experience Officer Playbook

by Bruce D. Temkin, October 03, 2007

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.