The biggest risk for many businesses is an absence of customers and decreased cash flow. For those fortunate enough to increase business at this time, their challenge is how to retain these relationships. Both of these challenges require a different customer experience strategy, yet they use many of the same tools.
This webinar will help you to understand:
1. Why emotions matter when it comes to customer experience. Find out why this is no longer considered a soft and fluffy skill and why now, more than ever before, getting the emotional connection right translates to hard numbers in terms of revenue, loyalty and retention.
2. Journey Mapping and Path Analysis. Learn about the real value of using these essential CX tools and how these tools can speak to many functions within your organisation.
3. The sweet spot of Voice of Customer / Voice of Employee and Voice of Process. You may be familiar with Voice of Customer, but did you know that great insights can be gained by using this in combination with two other key insight tools?
4. The power of memory. If you’re struggling with which customer experiences to fix first, understanding the science behind one particular rule can help you prioritise what’s important to your customers and what to fix first.
This webinar will help attendees to:
a) identify which CX tool to use to capture this change
b) how to use CX to turn the current pain into opportunity, and
c) determine which elements will add the most value
Who should attend?
* Anyone with an interest in using proven customer experience approaches to protect cashflow and align the organisation behind customer centric goals.
* Anyone with responsibility for customer experience. This includes anyone at any level responsible for: customer service, customer support, customer success, product managers, sales, onboarding and marketing, channel managers, digital and business transformation.
About Anne Sheedy: Anne is Managing Director of Cambridge Agile CX Ltd, a consultancy specialising in helping organisations with all aspects of customer experience management, including voice of customer, customer journey design, customer centricity and connecting customer experience strategy with strategic agility. Prior to starting her own consultancy Anne spent over 30 years in corporate roles overseeing the design, delivery and improvement to both B2B and B2C operational service delivery and customer experience.
The session will take place at 11am - 12pm on Thursday 25th June. Please sign up to take part! Participants will be sent a link to join via Zoom prior to the start time.
Register for the session here >>>
