Creating A Proactive Customer Experience: How To Make Meaningful Moments Matter

Overview:

Customers today seek personalized, proactive, and powerful experiences. They want to be seen, understood, and served in modern and convenient ways. Jeannie Walters CCXP, has worked with brands all over the world to develop and deliver positive, proactive, and meaningful experiences for customers and employees alike. 

How should you design customer journeys to speak to their concerns, answer their questions, and move your customers from “curious” to “converted”? Jeannie has defined customer experience in specific and actionable ways that lead to business results.

• Customer experience is a MINDSET.
• Customer experience is a STRATEGY.
• Customer experience is a DISCIPLINE.

In this keynote presentation, audience members walk away with ideas to use immediately to take action and not just talk about customer experience. 

Who This Is For:

• Business leaders who feel stuck in the status quo and want to instill customer loyalty
• Organizations that want to get ahead of their competitors with better customer experience
• Marketers who want to design awareness journeys to build trust and authority

Why You Should Attend:

• To improve your existing customer experience through actionable, tangible efforts that lead to better business results
• To focus on the future of what customers want today and tomorrow
• To create a culture of customer-centricity

Objectives/Takeaways:

• Define customer experience for YOUR organization – it’s more than just delivering great service!
• Learn about specific tools available to anyone who is invested in creating better customer experiences
• Become a positive change agent on behalf or your customers – regardless of your title

Three Universal Truths About Customer Experience

Overview:

Customer experience (CX) is so much more than fancy lingo and customer service: it stretches across every touchpoint in your customer’s journey. And that means leaders throughout the organization are being tasked with more aspects of CX all the time.

Vague directions from the top like “be customer-focused” or “deliver great experiences” do little to actually engage employees and deliver better experiences.

In this session you will discover three ways you – yes, YOU – can positively affect your customer’s journey, regardless of your role or your budget.

Who This Is For:

• Business leaders who feel stuck in the status quo and want to instill customer loyalty

Why You Should Attend:

• To create positive change around customer experience in your organization

Objectives/Takeaways:

• Learn three universal truths about CX – and how you can lead according to them
• Identify what data matters and why 
• Start building coalitions with other leaders to deliver consistent, meaningful customer journeys

More than 500,000 online learners have learned from Jeannie Walters. Your audience will receive custom learning experiences and access to tools and insights from an award-winning global CX influencer.

CUSTOMER EXPERIENCE/SERVICE/SUCCESS AUDIENCES:

How Micromoments Make A Big Impact In CX

Overview:

Leaders are often taught to think about the big picture, but there’s plenty of magic in the details — especially when it comes to the thousands of ways customers can interact with your brand every day. What happens when these customer experience “micromoments” go ignored?

In this session, Jeannie Walters, CCXP challenges us to think about each interaction customers have with our brands and how easily the impact of those moments is overlooked. As seen in her TEDx Talk, she’ll discuss why micro moments are so important, the data behind this thinking and how to identify opportunities in your own brand’s customer journeys to make meaningful change.

Takeaways:

• Understand the trends driving customer research and how to use those trends to promote your own offerings
• Discover how to best use data from—and about—your customer base 
• Know when to use “micromapping” to address unique customer inquiries (so your customers don’t get stuck along their journey)

Move Customer Experience From Attitude to Actions

Overview:

Marketers are now being asked to lead Customer Experience and simply deliver great experiences. But what does that really mean? Jeannie Walters, CCXP will give you tools to address the 3 A’s of CX!

Attitude

Action

Amplification

At the end of this session, you will be able to:

• Create the right foundation for CX Success at your organization
• Know how to move beyond platitudes and create real results
• Partner with other leaders in your organization to make the most impact