How do we improve the experience at specific touch points?

The Customer Experience Innovation Workshops are designed to help organizations accelerate the design and implementation of customer experience programs through idea generation, experience redesign and change management initiatives. Each workshop will include a one to two hour pre-workshop preparation session, a two-day workshop and a one to two hour post-workshop summary. The innovation workshops serve as an ideal forum for generating new ideas, following up on customer surveys and designing responses that properly address customer complaints.

To learn more about our workshops, please click one of the links below:

1. Customer Experience Innovation Workshop – Core Experience
2. Customer Experience Innovation Workshop – Experience Delivery

1. Customer Experience Innovation Workshop – Core Experience

Program Overview
The Customer Experience Innovation Workshop – Core Experience is an exercise-based program that explores the current vs. desired customer experience strategy. Following the Strativity Group’s CEM strategic framework, participants will be challenged to examine their organization’s customer experience strategy, identify new ideas to enhance the customer experience and redefine their customer relationship.

This program follows a disciplined set of exercises to enable participants to map their current customer experience and identify gaps and opportunities to strategically differentiate themselves from their competitors.

Program Objectives

• Map the current customer experience
• Identify gaps and opportunities for customer experience redesign
• Generate innovative ideas to redesign the customer experience
• Create internal acceptance across all touch points
• Define the business opportunity associated with customer experience redefinition

Program Topics

1. Customer experience principles
2. Customer experience analysis
3. Customer experience mapping
4. Defining the problem – customer perspective
5. From memories to customer experience delivery
6. Customer experience touch point mapping

Duration: 2 Days
Audience: Executives from different touch points across the organization
Logistics: The session requires preparation and a pre-session briefing, a variety of supplies and multiple poster-size templates to demonstrate design.

2. Customer Experience Innovation Workshop – Experience Delivery

Program Overview
The Customer Experience Innovation Workshop – Experience Delivery is an exercise-based program that explores methods to address customer dissatisfaction and redesign customer experience at specific touch points. Following the Strativity Group’s CEM Strategic Framework, participants will map the customer experience at specific touch points such as customer service, the online experience, and collections. The workshop can be scaled to have different groups work on multiple touch points* utilizing specific customer experience principles.

This program follows a disciplined set of exercises to enable participants to redesign a specific touch point’s experiences and identify all the required changes from the tools and information required to specific service guidelines.

Program Objectives

• Map the current customer experience at one touch point
• Identify current gaps and opportunities for customer experience redesign
• Generate innovative ideas to redesign the touch point customer experience
• Identify methods for visualizing value
• Model the economics of the customer experience redesign
• Document service delivery guidelines

Program Topics

1. Current touch point experience mapping
2. The emotions we evoke
3. Target emotional memory
4. Step-by-step experience redesign
5. Service guidelines development
6. Economics of proposed experience

Duration: 2 Days
Audience: Executives from different touch points in the organization
Logistics: The session requires preparation and a pre-session briefing, a variety of supplies and multiple poster-size templates to demonstrate design.
* Additional Touch Points can be covered for an added fee