How can the tools and practice of Customer Experience (CX) Management help organisations through the current situation? [Webinar]

 Registration is closed for this event
The impact of Covid-19 on customer needs and behaviours has caused massive disruption to businesses across the world. Spending across most industries is down and there has been a shift in customer preferences from physical to online. Public safety has become a priority to both consumers and businesses.

 

Date Thursday 25th June Five star review
Time 11am
Venue Online
Email sara.baxter@cambridgenetwork.co.uk
Cost Free for members | £10+VAT for non-members

image-20190617102918-1.png

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 relationshipsBoth 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 >>>

 

 

Cambridge Network is a membership organisation based in the vibrant high technology cluster of Cambridge, UK. We bring people together - from business and academia - to meet each other and share ideas, encouraging collaboration and partnership for shared success.

 

When
June 25th, 2020 from 11:00 AM to 12:00 PM
Location
Online
United Kingdom
Event Fee(s)
Webinar fee non-member: £10.00 £10.00
Event+
URL how-can-the-tools-and-practice-of-customer-experience-cx-management-help-organisations-through-the-current-situation-webinar-25062020
Reference
Premium Event Expires
Publish On
Show Places Available FALSE
Show in main event list TRUE
Contact Name Sara Baxter
Places still available 100
Threshold level 1
Equipment
Event Location URL
Event Image
Featured Event?
SEOheading Customer Experience

Please check our latest courses available in our online listings.

View courses