Experiences define your organization. Understanding the broader experience your customer has with your organization is an important undertaking that goes beyond the communication process or support interactions. We here at UWEBC have intentionally curated learnings and presentations in this year’s Business Best Practice and Emerging Technologies Conference and beyond to support the broader work of these growing teams in our organizations.
Explore below for Pre-Conference training, Conference presentations, Extended Curricular Learning and more, available with the UWEBC to support the entire Customer Experience.
Your Customer Experience Learning Journey at the Annual Conference
Session One: 10:25am
Introducing the Experience Operating System (XOS)
Michael Hinshaw, Founder and President, McorpCX
Every business lives—or eventually dies—by how well it serves its customers. But most companies don’t embed this imperative into their operational DNA, especially as they get bigger and more complicated. Drawing on the concepts introduced in his and Diane Magers’ book Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It (Manuscripts Press, 2024), Michael will help you learn the basics that enable a more structured approach to the science and art of customer-centricity in ways that will help you match fast-changing customer and employee expectations, market dynamics, and innovation.
🟡 This session is part of the Customer Service Track. Learn more about Michael and this session.
Session Two: 11:25am
A Remarkable Customer Experience Is Your Biggest Competitive Advantage
Dan Gingiss, Author of The Experience Maker
In today’s competitive landscape, standing out requires more than just great products or prices. Join Dan Gingiss, customer experience expert and former Fortune 500 executive, to discover how remarkable customer experiences can be your ultimate differentiator. Based on his book, “The Experience Maker,” Dan will share practical strategies and examples from various industries to show how creating memorable experiences can turn customers into loyal advocates. Learn how to make customer experience your strongest competitive advantage and walk away with actionable insights to deepen your customer connections.
🔵 This session is part of the Marketing Track. Learn more about Dan and this session.
Session Three: 2:40pm
Revolutionizing ROI: Elevating Social Media with Compelling Storytelling and Top of Mind Awareness
Spencer X Smith, Author of ROTOMA: The ROI of Social Media Top of Mind
In today’s competitive landscape, staying relentlessly relevant is crucial for brand success. Join Spencer X. Smith to explore how brands can harness the power of social media and compelling storytelling – supercharged through AI – to maintain top of mind awareness throughout the sales cycle. This session will provide actionable insights for both B2B and B2C audiences, focusing on strategies to enhance engagement, drive measurable business results, and increase the lifetime value of customers.
🔵 This session is part of the Marketing Track. Learn more about Spencer and this session.
Session Four: 3:40pm
The Future of Customer Experience
Isabelle Zdatny, Head of Thought Leadership for Qualtrics XM Institute
Customer experience is about more than just gathering and sharing data. It is a critical strategic asset for the organization, empowering it to sense, interpret, and respond to its ever-evolving business landscape. However, most CX programs aren’t yet set up to play this transformative role inside their organizations. Isabelle will explore how to build a “Modern” CX program capable of infusing a deep understanding of customers into every decision and activity. Through practical advice and examples from best-in-class organizations, you’ll discover how to build a program capable of helping your organization thrive in the era of disruption.
🟡 This session is part of the Customer Service Track. Learn more about Isabelle and this session.
Pre-Conference Mini Boot Camps
Scheduled for Monday, September 30, 2024, from 1-4 pm, these intensive sessions offer deep dives into a variety of critical business topics, ranging from HR strategies to supply chain management and beyond. For just $300, you can enhance your expertise in your chosen field with guidance from industry-leading experts. When you register for the conference, you’ll have the opportunity to select one of these focused boot camps to tailor your learning experience.
Here are two that center on the customer experience that may interest you. See all Mini Boot Camp options.
Designing Effective and Strategic Customer Surveys
Learn from CCMC how to meet your unique strategic objectives with carefully designed customer experience surveys to monitor the overall customer experience or specific “moments of truth.”
Every organization fields various customer surveys today, and customer mailboxes are overloaded with near-daily survey invitations. Yet, the collective marketplace has become increasingly disappointed with the value of these surveys. On the company side, a recent McKinsey study of 260 executives revealed that only 15% of the C-suite is fully satisfied with their customer experience survey program. At the same time, response rates continue to slip because the survey experience is mediocre and companies fail to act on survey insights.
In short, many companies achieve a poor return on their customer survey investments because they field poorly designed questionnaires.
This three-hour session will feature best practice survey design methodologies honed over the past 50 years for hundreds of companies from virtually every industry worldwide. Emphasis will be given to the practical matters of questionnaire design and survey fielding techniques that can be used for both relationship and transactional surveys.
Meet Your Instructor:
Scott Broetzman
President & CEO, Co-Founder
CCMC
Creating Competitive Advantage with Memorable Marketing
Leverage customer experience into your biggest competitive advantage with Dan Gingiss’s WISER methodology. Transform ordinary interactions into extraordinary experiences.
This workshop is perfect for your entire team, uncovering cost-effective ways to delight customers. Join us to revolutionize your customer experiences and see the difference WISER can make for your company.
In today’s competitive market, exceptional customer experience is a key differentiator. Dan Gingiss’s WISER methodology provides a structured approach to creating remarkable interactions that customers will talk about. This workshop will guide you through each element of WISER (Witty, Immersive, Shareable, Extraordinary, Responsive).
Participants will engage in hands-on activities and group discussions to apply these principles to their own organizations. You’ll leave with a toolkit of practical strategies to elevate your customer experience and drive word-of-mouth marketing.
Meet Your Instructor:
Dan Gingiss
The Experience Maker, LLC
Curricular Capability Building
Experience Management Boot Camp: October 21-23, 2024
Learn and Apply Essential XM Principles to Help Your Business Thrive
The UWEBC, in collaboration with Qualtrics XM Institute, is proud to bring this Boot Camp in the Discipline of Experience Management exclusively to the UWEBC network. XM is the discipline of driving actions based on an ongoing flow of insights about how human beings think, feel, and behave. This encompasses human beings across an organization’s ecosystem, from customers to employees to partners and more. This Boot Camp teaches the core principles to build and mature a successful XM program, enabling your organization to make smarter, faster decisions. Doing so will provide your organization with tangible business and strategic value.
We are excited to have Isabelle Zdatny as the leader of this content.
Isabelle Zdatny helps us keep our thumbs on the pulse of what’s relevant in Experience Management.
Isabelle is the Head of Thought Leadership and an XM Catalyst with the Qualtrics XM Institute. In her role, she helps large organizations build and operate successful experience management (XM) programs by producing industry-leading content on XM trends and best practices, developing and delivering training, advising organizations on the design of their XM programs, and speaking on key XM topics and trends.
Learn more about this Boot Camp.