Transforming Customer Experiences

Superior customer service can be the difference your business needs to stand out in your marketplace. By learning to identify and anticipate consumer behavior and market demand shifts, you can sharpen your firm's strategy and operating models to better deliver for your customers. 

Transforming Customer Experiences takes a holistic approach to service design, execution, and transformation. You’ll explore new strategies for delivering an exceptional service culture that supports employees, delights customers, and drives organizational performance.  

Key Topics

• Develop a customer experience strategy that best serves your customer base  

• Build or optimize service design objectives that differentiate on customer service  

• Ensure that organizational capabilities are aligned with customer needs—especially as you expand core services  

• Implement new approaches to understanding, managing, and serving customers 

• Leverage technology and analytics to make service quicker, easier, and more efficient 

Who Should Attend

• Senior executives in either B2C or B2B companies wanting to improve service or shift to service-based strategies 

• Leaders of customer service teams, inside sales teams, or other functions central to service delivery 

• Executives in marketing, data analysis, or operations management 

• Human resources executives concerned with driving internal service culture  

Individuals and teams are welcome to attend. Sending two or more representatives from your organization fosters teamwork and amplifies program impact.