Customers 1st: The Workshops

PM Workshop: 1:30 - 5:00 PM

THE ROI OF CUSTOMER CENTRICITY:
DELIVERING SUPERIOR CUSTOMER EXPERIENCES IS AN INVESTMENT, NOT A COST ON YOUR P&L

Kunal Gupta, PhD.
Vice President, Senior Consultant Decision Services
Burke, Inc.

The core premise of customer-centricity is that it provides financial benefits to the firm. superior customer experiences are seen to create more loyal customers that subsequently engage in favorable business activity such as increased buying volumes, greater cross-purchasing, and willingness to pay a premium price. however, this debate on the financial wisdom of customer-centric organizations is far from over, and there is enough skepticism and challenges associated with establishing the roi case for such an approach. some common issues relate to senior management buy in, data availability, cross-functional engagement, and the ability to provide specific strategic and tactical recommendations that can guide organizations to deliver favorable moments-of-truth profitably. in this workshop, you will get systematic and convincing strategies to overcome all of this and support your case.

1. Get a better understanding of the most common fallacies are associated with customer satisfaction and loyalty measurement
2. Gather convincing evidence from various industries where customercentricity has been shown to provide financial benefits
3. Understand a best-in-class process for demonstrating the roi based evidence of customer centricity
4. Recognize how other critical pieces of measurement such as employee engagement metrics can be aligned with a customer-focus

PM Workshop: 1:30-5:00 PM

MAKING THE EXPERIENCE YOUR VALUE PROPOSITION

Lou Carbone
Founder & CEO,
Experience Engineering,
Author "Clued In: How to Keep Customers Coming Back Again and Again"

In an increasingly generic world, where customers are fickle, margins are thin and profits elusive, managing compelling experiences can make all the difference. In this workshop, you will learn examples of companies who have leveraged experience management and succeeded, and companies who have failed to embrace customer experience and all but disappeared. In this workshop, you will learn how to:

• Access your organization's experience as a value proposition
• Audit experiences
• Understand the gap between the desired and existing customer experience
• Create perspectives based on designing experience to close the gap

This will be a "roll-up-your-sleeves", hands-on interactive workshop where all the above will be addresses plus the tools to overcome the organizational challenges of adopting the experience throughout your organization. Your customer cannot "Not" have an experience so learn how to make it a memorable one.