Customer Experience Workshop with a Focus on Measurement and ROI
The Center of Experience framework provides the processes and methods to achieve organizational transformation driven by great customer experience.
Use the same methods that have helped organizations of all sizes transform their organization around the concept of Brand Experience.
NOW AVAILABLE IN VIRTUAL AND IN-PERSON FORMATS
Drive Customer-Centric Transformation in Your Organization
Experience drives the best organizations.
We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees.
The Center of Experience framework provides organizations with a competitive advantage that enables the entire organization to align around creating sustainable processes for great experiences that drive revenue, enable greater productivity, spur innovation, and more.
Why Create a Center of Experience?
A proven methodology for change and process improvement is needed because of a drastic shift in customer and employee behaviors.
Half-Day Workshop
This session provides a blueprint for organizations to implement a center of excellence incorporating a customer-centric transformation and company culture that drives meaningful outcomes. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment.
Learning outcomes:
Tools and methods to prioritize CX-based initiatives that drive the metrics that matter in your transformation
Agile approaches to achieve systems of continuous improvement towards customer-centricity
CX measurement framework that takes into account both leading and lagging indicators, and other lesser-used but critically important metrics.
Building blocks for a customer-centric culture where everyone in the organization has a line of sight to their relationship to the customer
Several hands-on exercises in order to make the learning practical
Customized sessions can also be created.
1- and 2-day Workshops
Learn the methods and processes behind the Center of Experience framework in a deep dive that focuses on either customer experience or employee experience (1-day) or both (2-day).
This intensive seminar walks through all the elements of the Center of Experience and how they can be applied to help improve CX and/or EX within your organizations.
Learn how to plan, implement, and measure brand experience transformation, and work cohesively as a team.
CoX Implementation
For full-scale Center of Experience implementations, we can provide consulting partner recommendations and help you assemble the best team in order to implement the CoX methodology within your organization.
Contact us for more information.
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The Center of Experience provides the processes, methods, and tools to use customer and employee experience to achieve organizational transformation.
We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees. More importantly, while many organizations have traditionally focused on external-facing initiatives first, it is the ones which start internally that have the greatest potential to provide long-term positive benefits.
“With honest expression and stimulating, provocative thinking, Greg comes from a place of passion and understanding of what it takes to achieve value. You’ll be reading words from someone who has been there and done that. Who has a vision and a plan for the “how to” rather than just theory.”
The book provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment. The book also provides recommendations on how an organization can begin to implement a Center of Experience of their own, and how success is measured.
The Center of Experience features a foreword from Diane Magers, Former Interim CEO for the Customer Experience Professionals Association (CXPA) and Founder and CEO of Experience Catalysts, and pioneer in the discipline of experience.
The Center of Experience is Kihlström’s sixth book, following his Agile series, which started with 2016’s The Agile Web, followed by The Agile Brand (2018) and The Agile Consumer (2019). It is his second book on customer and employee experience, following Digital Delight, which was compiled from a series of his articles and released in 2019.
Keynote Speaker on CX and Digital Transformation
Greg Kihlström speaks about customer experience, employee experience and digital transformation.