Customer Experience Design (Regional Full Day)
Implementing a Better Customer Experience to Drive Retention and Loyalty
(Full Day Workshop)
Many organizations are losing customers because they are missing the mark when it comes to CX design. They lack the tools and know-how to understand the proper considerations, staffing requirements, and measurement techniques to have implement successful CX design.
This workshop will help you transition from product-centric to customer-centric by understanding your customer experience. Practical steps to get started or to accelerate your existing design progress are shared, such as how to collect the relevant data, how to identify what is most important to customers, and how to overcome the internal barriers that are holding you back from implementing a better customer experience.
Customer Experience Design will give you the tools to understand customer experience so that you can prioritize where to make investments, how fast innovation can occur, and how to leverage your current organization structure as effectively as possible. This hands-on workshop enables you to identify and prioritize where to make changes to existing processes based on what is most important to the customer and to your organization. We help you make the right tradeoffs to boost sales and build customer loyalty.
In addition, internal issues such as how to work across silos, building a customer-focused culture, and proving ROI to the C-suite will be addressed.
Who Is This Workshop For?
This workshop is for CX-focused marketers, success managers and mid-level CX leaders who are interested in leading and managing their customer initiatives and programs to make them more effective in improving the current customer experience and in developing a sustainable competitive advantage over time.
Workshop Benefits
As a result of this workshop, you and/or your team will be better able to:
This workshop will help attendees increase overall marketing effectiveness by:
- Applying CX techniques to drive acquisition, retention, and growth through customer engagement in both B2C and B2B environments by having a better understanding of what customers need at each point in the customer lifecycle
- Using personalization to engage and build customer success/retention especially in high churn B2B SaaS environments
- Using CX to help drive digital transformation and UX development
- Identifying appropriate metrics to gauge improvements
- Utilizing data points and insight to inform new strategies, products, and services
This workshop will help attendees increase overall marketing efficiency by:
- Identifying opportunities for – and streamlining – campaigns, communications and digital tools across the full spectrum of touchpoints (timed/targeted and triggered messaging)
- Identifying CX issues and enabling customer input to drive improvements
- Understanding the levers that make it easier for your customers to do business with your company
- Reducing unwanted customer churn and eliminating customer friction points
- Enhanced employee engagement and satisfaction leading to higher retention and performance
This workshop will help attendees increase revenue and marketing ROI by:
- Identifying opportunities and barriers for Macro level CX – Acquisition, Retention, Growth
- Improved sales, marketing, upsell ROI tops down – bottoms up
- Generating more customer referrals by improving the customer experience
- Improve your key metrics such as CSAT or Net Promoter scores as you resolve customer pain points
Download the full agenda here
Valerie Peck
Founder and CEO, SuiteCX/East Bay Group
Valerie Peck is the Founder and Principal at East Bay Group, a consultancy she created to help corporations develop and execute their Customer Experience strategy. Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as the voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness, and strategic planning.
She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics, and technical solutions, business processes, content/knowledge management and touch point/datamart technologies. Her vertical industry expertise includes the financial services, hospitality, retail, health care services, high-technology, telecommunications, automotive, entertainment, and education sectors. She has significant domestic and international experience.
Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.
Her hands-on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.
VP Sales, SuiteCX Darcy Bevelacqua is a VP at SuiteCX, a consultancy created to help the client use journey mapping tools to create consistency across the enterprise, measure progress and prioritize recommendations based on the company/customer impact. Prior to SuiteCX Darcy worked in management consulting for companies like Accenture Digital, Merkle, Harte Hanks Consulting, etc. She began her career on the client side working for companies like American Express and IBM. Darcy specializes in business transformation using a combination of technology, analytics, and ethnographic research. She looks at the emerging customer expectations to help companies adjust to disruptive forces. She began her career as a middle school teacher and has been teaching executive workshops for more than 15 years. She has a B.A. from Hood College in Psychology and an M.A. in HR from the New School for Social Research. She is a member of ANA, MENG, AMA, CXPA, and a judge for the Temple Business Innovations. She has taught Customer Journey Mapping for the DMA for 3 years.
Darcy Bevelacqua