6-8 September 2017, McGrath Centre, St. Catharine's College

3 steps to consistent, connected, cross-channel customer experience design

A 90 minute Workshop by:

Alan Colville


Slides from session

The slides used for this session are available to download from here.

About this Workshop

More than ever, customers expect better experiences when interacting with organisations.

I’ve seen a real appetite for creating better customer experience (CX) from business leaders, yet according to Forrester research, 81% of organisations have seen their customer experience initiatives fail in the last 3 years, and just 25% of CX programmes actually improve the customer experience.

It’s far from ideal, which is why in this workshop you’ll learn 3 steps to consistent, connected, cross-channel customer experience.

We’ll start by determining the state of customer experience in the organisation, then we’ll learn how to improve the approach to research. Finally, we'll learn how to change the work that is done to deliver consistent, connected, cross-channel experiences.

After the workshop, you’ll leave with:

  • an understanding of customer service design principles, techniques and how to apply them
  • an understanding of how to assess the state of customer experience in your organisation/agency/client
  • new ways of working
  • a new approach to research
  • better ways to create personas and customer journeys
  • the ability to go beyond digital to understand the end-to-end customer journey and create joined up services
  • tactics for communicating a shared understanding of CX to galvanise the organisation
  • a CX Party Pack filled with useful guides, templates and techniques for you to use

About the Speaker

Alan is an award winning user experience consultant living in Bristol. He's spent almost 2 decades in a variety of roles. He's been the customer experience guy at large companies like BT and Virgin Media, a UX designer for digital agencies, founder of a web start-up and part of an international co-operative of designers and developers. Recently, Alan's been Head of User Experience at True Digital and today, he works as a freelance customer experience consultant specialising in coaching, research, strategy and design.


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