Customer Experience Strategies West | Pre-Conference Workshop

Last Update: Thursday, January 5, 2012

Monday, May 14, 2012
9:00 AM - 1:00PM

Devise a Tailored Customer Experience Roadmap and Deliver YOUR Ideal Experience

Throughout the different stages of the your organization’s customer experience journey, how do you ensure that your initiatives are properly implemented and the experience you actually deliver is at the level it should be?

In this engaging, hands-on workshop, each participant will come away with customized solutions to their individual issues. Redefine your strategies and prioritize your processes in all aspects of customer experience with crucial insights on:

• Uncovering critical customer needs and incorporating them into your product and service design.
• Gaining key support for customer experience from senior executives.
• Optimizing employee engagement as a foundation for an exceptional customer experience.
• Turning dissatisfied customers into top promoters.
• Determining the right measurements for your customer experience.

This highly tailored session will provide detailed case studies and in-depth group discussions on refining your customer experience model, strategy, and delivery. If you are looking for specific, customized solutions to differentiate YOUR unique brand experience, this interactive session will provide you step-by-step instructions and prepare you for the upcoming challenges on your own customer experience journey.

Ginny MacDonald, Founder, Principal, Pointcross Consulting Ginny brings extensive consulting experience in addition to 18 years of experience with CIBC and 9 years as a senior executive of the firm. Her roles have included President, CIBC Securities Inc. and President, CIBC Asset Management (combined assets of $45 billion). Pointcross partners with organizations to transform their culture, delivering a stronger, more consistent client and employee experience, resulting in accelerated sales growth.