Optimizing customer experience is often a big challenge for many organizations. How do you make the step from too much focus on KPI scores, such as NPS or CES, to implementing concrete and structural improvements? How do you get the management and the entire organization to move to thinking and acting in a client-oriented way? And how do you get a grip on all data, customer and employee processes?If you really want to improve, you will not only have to focus on the customer experience, but also on your internal organization and employees. Because committed employees ensure satisfied customers. And to make and keep your employees and customers happy, the foundation of your organization must be in order. Think of delivering the best quality and service and that there is a healthy business culture.
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If you want to stand out as an organization or brand, you can no longer do this with just collecting customer feedback. If you really want to make a difference, you will have to focus on the following three pillars:
During this knowledge session we will extensively discuss the view on improving the customer experience. We will support you to make the transition to management and employees, from strategic to operational level.
Let yourself be inspired by the story of Carglass during this knowledge session. Carglass is an organization that excels in customer focus. The effective way in which Carglass uses customer feedback to become even more customer-focused and to continue to challenge itself in this respect is inspiring. Tessa Pesulima, Performance and Implementation Specialist at Carglass, gives you practical examples during this knowledge session.
For specialists who want to start with Customer Experience Management and are looking for help with a successful strategy or who are already working on this and want to make the step from measuring to improving.
You can register via the registration form (full = full). There are no costs associated with this session.