Customer Experience Design (Full Day Open Enrollment)

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