Winning customer and employee experiences address how to create the desired customer and employee experiences, and also show participants how to handle both positive and negative experiences.
Customer experience is strategically thought about at the beginning, from the vision down to post-delivery. Genuine customer experience is not an accident but a thought, a decision, and a realized strategy.
Customer experience is vital in the digital world because the customer holds power. Customer experience, however, is a reflection of employee experience in an organization.
A happy and engaged employee will most likely give a genuine customer experience while an unhappy employee will deliver a poor customer experience. Bad customer experience can damage an organization's image in no time. The main goal of every business is to get customers to promote daily ROI. Organizations need to focus on how the customer and employee relationship interact.
Customer experience is also about anticipating customer growth, helping them grow, and continuously wow them.
At the end of the workshop, every participant should know how to:
- Craft their chosen customer experience.
- Manage and deliver that customer experience end to end.
- Engage their employees in creating and delivering that customer experience continually.
- Take customer experience, whether positive or negative, and make it rewarding.
- Develop an excellent roadmap for creating and managing a winning customer/employee experience in your organization
This workshop is scheduled for January 12th, 2021. For a private group, please contact us.
She earned a Bachelor, then a Master of Business Administration degree (MBA) from UBI with a specialization in IT Management. Nadia also is a Massachusetts Institute of Technology (MIT Sloan School of Management) Certified Digital Transformation Executive Advisor. She holds two MIT Sloan School of Management Executive Certificates, respectively, in Strategy and Innovation, and Management and Leadership. Nadia is also certified in Artificial Intelligence from MIT SLOAN. She is the author of the book "LEVERAGING DIGITAL TRANSFORMATION - Proven Leadership and Innovation Strategy to Engage and Grow Your Organization".
With over two decades of experience in the American and European continents with Fortune 500 companies, Nadia possesses great experience managing high profile business transformation projects in different sectors. She has led and implemented many businesses and IT transformation projects in industries such as international banking, trading & settlement, financial services, energy distribution, electronic payments, insurance, European airline traffic control, retail market, petrol distribution, and the European government.
She fluently speaks English, French, Spanish, and Creole. An accomplished project/program manager, and trainer, over the years, Nadia has developed many training and coaching programs for various international organizations. She is also a regular PMI Global contributor and trainer.
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