Uncovering Hidden Customer Experience Heroes

Reaching your target audience and delivering delightful experiences requires customers and employees to see themselves in your business, products, and services. Improve your understanding of what drives customers and the employees who serve them and you’ll find much better engagement all around.

In this webinar, we use principles of experience design and change management to explore:

• How your employees and customers drive customer experience
• What are the components of building a successful customer experience — from people, to process, to technology
• Why a service blueprint is a helpful tool to understand your current customer experience and prioritize areas for improvement
• How to begin crafting your organization’s service blueprint