Experience Matters

NOVEMBER 18, 2014

A few openings remain for Temkin Group’s workshop in South Beach on December 9th & 10th : Driving Customer Experience Transformation. Immerse yourself in a highly interactive learning experience, taking home leading-edge approaches to customer experience management. Customer experience'

Customer Experience Management 258

Customer Experience Management Groups Interaction Customer Experience 258

Kerry Bodine

JUNE 30, 2017

A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal experience. The rest comes with practice, and a customer workshop is a great intro to customer research. Can they ask thoughtful questions?

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Exercises Feedback Groups Customer Insights 120

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . This workshop is divided into three parts. Define the Objective .

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Customer Journeys Exercises Touchpoint Metrics 59

SAP Customer Experience

OCTOBER 16, 2023

Virtual October 12, 2023 Agenda Slides & Recording Dear Valued Customer, The Wrap-Up Blog for the SAP Premium Engagement Session “SAP Intelligent Custom Code Management” will be published soon. Our Workshops These sessions and workshop series focus on a specific. Please find the respective slides here and the recording here.

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Engagement Management Customers Customer Experience 63

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. Introduce them to customer personality types and how to manage behaviors, plus much, much more. ” – Dr. Steve Mascarin, Founder of Taunton Village Dental .

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Centercode

MAY 20, 2020

The post Engagement Workshop: Tracking Your Progress with Metrics appeared first on Centercode. Get a full suite of resources for increasing and maintaining tester engagement — from diagnosing common challenges, to guiding engaging testers at each phase of your project — by downloading the Tester Engagement Pocket Map.

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Metrics Engagement Measurement Survey 98

ShepHyken

JULY 19, 2023

Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

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Meeting Management Customer Expectations Customer Service Training 62

Centercode

MARCH 10, 2020

The post Engagement Workshop: Identifying Friction with Your Tools appeared first on Centercode. Download the Tester Engagement Pocket Map , a compact ebook for diagnosing the common causes of low tester participation. Consult the Tester Engagement Pocket Map.

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Tools Engagement Survey eBook 75

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! 1: Managing Experiences Is Not Enough—The Future Is Experience Improvement. 5 Pieces of Advice from Our EMEA Customer Experience Experts.

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Customer Experience Customer Journeys Effort Score Culture 529

Centercode

MARCH 18, 2020

“The impact of recruitment , communication , and tools I understand very well — I’ve been reading your entire Engagement Workshop Series after all — but isn’t the whole point of customer testing to assess the performance of a buggy product?” . “OK hold up on a second,” you might be saying to yourself.

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Engagement Customer Journeys Roadmap Feedback 52

Centercode

FEBRUARY 27, 2020

The post Engagement Workshop: Identifying Tester Communication Problems appeared first on Centercode. Get a journey map for ideal tester engagement and tips for troubleshooting related challenges in our brand new ebook. Get Started with the Tester Engagement Pocket Map.

Communication 64

Communication Engagement Customer Journeys eBook 64

Centercode

MARCH 4, 2020

The post Engagement Workshop: Identifying Tester Incompatibility appeared first on Centercode. Our brand new ebook gives you a tester journey map and tactics for tackling your most persistent participation challenges — from recruitment to test closure. Consult the Tester Engagement Pocket Map.

Engagement 72

Engagement Feedback Customer Journeys eBook 72

Centercode

JANUARY 21, 2020

Take a look at their insights on how a group of enthusiastic testers benefits feedback and test management, and get the inside scoop on their most effective strategies for recruiting an engaged tester team. Consider the hours that test managers devote to project planning, recruiting testers, writing out activities, and distributing surveys.

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Engagement How To Feedback eBook 72

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The programme reaches all parts of the business through online learning, customer talks, animated games and cartoons, podcasts, skills workshops, topic masterclasses, and more. Check out this video!

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Customer Centricity Culture Insurance Conference 260

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

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Data Management Effort Score Training 111

Centercode

APRIL 29, 2020

The post Engagement Workshop: 4 Phases of Increasing Tester Participation appeared first on Centercode. Watch the Delta ’20 Tester Engagement Sessions On-Demand.

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Engagement Travel Customer Journeys Feedback 64

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Audience: Beginner/Intermediate Community Managers and Administrators. Duration: 8 Hours.

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Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Audience: Beginner/Intermediate Community Managers and Administrators. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Audience: Beginner/Intermediate Community Managers and Administrators. Duration: 8 Hours.

Social Media 40

Social Media Case Study ROI Course 40

ShepHyken

JUNE 13, 2023

The point of all these ideas – 30 days, one year, or even today – is about managing the moment , whether it be multiple moments over an extended period or the moment you’re experiencing right now. We must be focused and attentive to what’s happening at that moment.

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Management Interaction Customer Service Training Customer Service 75

CSM Magazine

MARCH 1, 2022

What is conflict management? Conflict management is the implementation of strategies to eliminate the negative aspects of disputes and accentuate the positive ones. PollackPeaceBuilding.com provides professionally instructor-led training workshops and seminars for employees, managers, and executives at organizations.

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Management Meeting Tips Leadership 52

Optimove

DECEMBER 27, 2018

Among the great feedback we received rose the repeat question – when are you going to upload the videos from your workshops to your site? The post Summarizing Optimove Connect’s 2018 Workshops appeared first on Optimove. Click here for the full conference recap. Now you can enjoy these six lectures as well.

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ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It is this: The customer is NOT always right. …

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Customer Service Training Training Customers Customer Service 152

Thematic

JULY 23, 2018

I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more than 40 people attended. . Felipe was joined by co-host Dr. Edison Marrese.

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Analysis Hotels Training Tips 54

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. Because managing teams for innovation causes you and your team to innovate, as well. Not really.

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Innovation Management Leadership Meeting 91

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. Please encourage your colleagues to talk to their managers and register now ! How to Sell Your Manager on Interactions 2018 appeared first on NICE inContact Blog.

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Interaction Conference Management How To 120

Heart of the Customer

SEPTEMBER 25, 2014

Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. But one particular activity of hers caught my ear.

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Customer Journeys Case Study Government Study 88

PK

SEPTEMBER 27, 2018

in the Management Break-out Session. The post Lenati to Lead MarTech Workshop appeared first on Lenati. Attendees will leave with best practices and relevant case studies from senior marketers and experts in Marketing Technology. Lenati will be sharing updates live from the event and will provide a post-event point of view.

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ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. This is the heart of experience management!

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Metrics Management Effort Score ROI 62

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

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Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

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Advertising Customer Service Training Interaction Customer Experience 150

AWS Machine Learning

APRIL 2, 2024

Reach out to your AWS Account Manager or submit your request. About the authors Shruti Koparkar is a Senior Product Marketing Manager at AWS. To learn more about the AWS collaboration with Hugging Face, visit the Amazon SageMaker resources and AWS Inferentia and Trainium space on the Hugging Face website.

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Travel Meeting Resources Training 86

ijgolding

AUGUST 12, 2014

Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well. The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). The Ecosystem for Social Customer Service.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

AWS Machine Learning

JANUARY 13, 2023

First, Parsons hosted a virtual live workshop with AWS experts in the AI/ML and DeepRacer community. The workshop taught the basics of reinforcement learning, reward functions, hyperparameter tuning, and accessing the AWS DeepRacer console to train and submit a model.

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Transportation Leadership Training Innovation 89

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

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Customer Journeys Resources Analytics Customer Centricity 307

Storyminers

JUNE 19, 2020

Mike Wittenstein | Founder and Managing Partner, STORYMINERS. Mike specializes in working with firms facing to create practical roadmaps, offering workshops, projects, on-going support, experience design, and strategic storytelling. Mike has been recognized as one of top Customer Service Experts of the Decade! LinkedIn | Twitter.

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Customer Service Roadmap Consulting Customers 162

Dapresy

JULY 14, 2020

With his Data Visualization workshop just around the corner, we wanted to hear what participants can expect, but also take the opportunity to pick his brain on topics like data-driven decision making, industry hardships, and more. It must be professionally managed.

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Data Self Service Industry Technology 52