B2B CUSTOMER EXPERIENCE, JOURNEY MAPPING & INSIGHTS WORKSHOP
Wednesday 16 May 2018
Doltone House Jones Bay Wharf – SOHO
9am – 3pm
Without understanding the various steps customers take from brand engagement to brand advocacy, it is impossible to develop a customer experience strategy.
Understanding customers, their motivations, the roles within the organisation that will interact with your brand, purchase your product or service, engage with customer support, and their end-to-end lifecycle is a must in order to provide a unified customer experience.
This Customer Experience Workshop will walk attendees through how to Enable, Equip and Empower Your organisation for Customer Experience and ensure that every customer touch point delivers on the promise of CX. Attendees to the work shop will walk away with the following:
- Prescriptive elements on how to create a customer experience based on your corporate brand values
- How organisations can harness the power of their data, develop customer insights and translate that into CS delivery across all departments
- How to deliver content and a digital engagement that delights customers
- A view into customer experience maturity and how to turn customers into advocates
Carlos has 20+ years of experience in leading organizations who are dedicated to meeting the demands of their customers by enabling the delivery of exceptional customer experience. He is known as an innovative thought-leading B2B marketing practitioner and industry visionary. He is widely recognized for his expertise in strategic integrated marketing, Demand Process, Demand TransformationSM and Marketing Automation.
Carlos has been named one of the 50 Most Influential People in Sales Lead Management for the last five years and was named as a Who’s Who in BtoB Marketing in 2011 and 2012.