Post Conference Workshops: Thursday, 31st May 2018

WORKSHOP A

9:30 AM - 12:00 PM Building Purpose to Inspire Your People to Drive Customer Experience

Yvette Mihelic, General Manager – On Demand Transport, Transdev Australasia
Richard Branson stated ‘clients do not come first, employees come first,’ but what’s the rationale behind this? There is a direct connection between employee experience and the customer experience, however many organizations still refuse to make employee experience a priority. Instead the focus still remains on shareholder value, the bottom line and the customer experience without consideration to the implications of poor employee experience on all of the above. The cost of employee disengagement is estimated to be $70bn annually and therefore it is critical for this to be addressed.

What the workshop will cover:

  • Learn and discuss what culture is and how to create a culture that aligns employees to be customer-centric
  • Develop a quantitative and qualitative understanding of how employee engagement is connected to both customer experience success and overall improved business performance
  • Learn best practices across of employee engagement, including how to build employee listening systems and evaluate the impact employees have on customer interactions
  • Understand the key principles for driving customer experience improvements across organization
  • Gauge the strengths and weaknesses of your organization’s employee experience efforts
  • Learn how to activate senior leaders and middle managers to fulfil their part in engaging employee

How you will benefit:
  • Create a workforce of super-staff that are proactive to customer needs
  • Improving your customer experience with staff who are invested in the success of your business
  • Build an understanding of the link between engaged employee and high performance

Facilitator:

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Yvette Mihelic

General Manager – On Demand Transport
Transdev Australasia

WORKSHOP B

1:00 AM - 3:30 AM Change Management and CX – How to Turn Words Into Actions

Delivering customer experiences that are engaging, relevant and persuasive is a key competitive advantage in today’s business environment. Recognizing that employees are the driving force that can make or break a great customer experience is the first step. An effective change management initiative is the second step necessary to ensure that employees have the knowledge and structure to deliver. The brutal fact is that about 70% of all change initiatives fail. But why? In most of the cases organizational-change failures are driven by negative workplace attitudes and unproductive management behaviour. But change management is a discipline that can be learnt and trained, and central to effective change management is developing a framework and a plan on how to address the customer experience transformation.

What the workshop will cover:

  • Establishing a sense of urgency to showcase to stakeholders the need for change
  • Changing your organizations DNA to be more customer centric by revisiting governance structure
  • Creating a vision to help direct the change effort and developing strategies for achieving that vision
  • Communicating the vision for buy in
  • Incorporating changes into the culture and developing the means to ensure leadership development and succession

How you will benefit:

  • Demonstrate how you can gain long term benefit from customer experience initiatives
  • Establishing frequent and open communication across all stakeholders around the need for change
  • Developing a structured and integrated change management approach

WORKSHOP C

4:30 AM - 6:00 AM Uncovering Your Customer’s Greater Motivations and Needs Through Journey Mapping

Cynthia Krieger, Senior Customer Experience Manager, Tesla Motors (USA)
The truth is current customer experience programs are not working. Studies have found that while 80% of organizations think their customer focused programs are working – only 8% of their customers agree. Most organizations are good at gathering data on their users – but data fails is its inability to communicate the frustrations and experiences of customers. Establishing a journey map underpins a strong customer centric strategy as it provides a sense of the customer’s greater motivation. Further to this, it explores what the customer wishes to achieve and what their expectations are of the organisation.

What the workshop will cover:

  • Building a journey map from a customers point of view as opposed to an internal business view
  • Capturing customers perceptions of their experiences relative to goals, needs and expectations
  • Illustrating the customers current and future journey across multiple touchpoints
  • Incorporating performance indicators in order to measure success of initiatives
  • Visualizing the customer journey to optimize stakeholders’ understanding, engagement, and decision-making based on the journey map story

How you will benefit:

  • You will be able to understand customer emotions and use them to shape customer strategy
  • Use journey mapping to identify gaps and opportunities
  • Breakdown organizational siloes and bridge the gap between sales, marketing and operations

Facilitator:

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Cynthia Krieger

Senior Customer Experience Manager
Tesla Motors (USA)