Thanks to companies like Apple, Southwest Airlines, Amazon.com, and Proctor and Gamble, many organizations now realize that a focus on customer experience provides a sustainable competitive advantage in an increasingly complex marketplace. However, most companies don't understand what it takes to achieve that focus, and customer experience initiatives end up half-baked, poorly executed, or aborted.
This virtual seminar draws on Adaptive Path's extensive experience with organizations of all sizes, as well as our research reports and books, and outlines 16 steps that will help any and every organization embrace customer experience.
16 might sound like a lot, and it is. But when this talk is complete, you'll have guideposts that can get you through the next 2-5 years in your organization. We hope this talk encourages lots of discussion within your organization about how you can focus on the customer experience.
Who is this seminar for?
Best suited for VPs, directors, and managers of user experience groups who are trying to elevate their practice within the organization.
The 16 Steps:
- Assess your organization's experience maturity.
- Understand people as people.
- Execute a quick win.
- Evangelize success.
- Get an executive sponsor.
- Move up the product planning food chain.
- Develop an experience strategy.
- Communicate that strategy with a clear and compelling vision.
- Connect your work to financial outcomes.
- Accept accountability.
- Thaw the frozen middle.
- Choose projects objectively.
- Embrace design as an activity.
- Think systems, not artifacts.
- Deliver the Long Wow.
- Do not become a department.
How does a Virtual Seminar work?
You'll participate in the seminar through an online presentation on your web browser. The technology works on both PCs and Macs through either Internet Explorer or Safari using Live Meeting software. Feel free to share the seminar with your colleagues on a big screen. Feel free to wear your pajamas if you're at home (we can't see you!). We will send detailed connection instructions a few days before the seminar, including audio information, system requirements and a few technical tips.
