Get recognized as a
CX professional

Wednesday, December 6 from 1:00 p.m. – 4:00 p.m. ET

Every robust CX program develops dozens of “we shoulds” that firms struggle to prioritize. There are so many opportunities to improve client experience, how do teams know which ones are most important? Using a collaborative decision-making framework like Choosing By Advantages (CBA), you can confidently lead your teams to identify options, list decision factors, and rank advantages in order to objectively decide which efforts to focus on that will provide the greatest total advantage for your business. Equipped with this tool, you’ll find consensus more often for your biggest decisions.

Wednesday, January 17 from 1:00 p.m. – 4:00 p.m. ET

Almost every quality initiative is founded on a basis of effective measurement.  In-process inspection is critical when creating products, to identify defects or variation as quickly as possible, in order to restore consistent output. Project delivery organizations (engineers, lawyers, technology service providers, etc.) don’t have the benefit of measuring widgets.  Instead, service quality is often left to gut feel or vague customer satisfaction scores. During the workshop, attendees will be provided a detailed research-based study of what makes service delivery measurement different – and why the transactional feedback models found in high-volume low-touch environments (retail, call centers, etc.) don’t work for project-driven service organizations. Each attendee will be provided resources to develop and document their firm’s ideal feedback plan that is driven by measuring the expectations of the service recipients.  Topics include engaging stakeholders, timing when the measurement is most needed, determining which metrics need measuring, and establishing an individual action plan to increase value and outcomes for each client.

Thursday, February 8 from 2:00 p.m. – 5:00 p.m. ET

Many CX professionals get excited by what CX can do. You see the potential, you experience some quick early wins, and you want to move FAST to tackle even more CX adoption. The benefits are obvious. And yet your enthusiam and intuition for CX aren’t matched by leadership. Months turn into quarters, turn into years and little progress happens. Overcome this “complacency trap” by creating powerful and compelling business cases for CX that talk to the business priorities of your leadership team. During this session you’ll learn the nuances of how to create a business plan for CX (or any other initiative) including metrics, accountaiblity, and prioritization. We’ll also introduce the concept of a “Self-funding CX organization” which takes a modest initial investment from the board and turns it into an ongoing source of self-sustaining returns to fund CX project after project.

Wednesday, March 13 from 1:00 p.m. – 4:00 p.m. ET

Do you ever look at a client and wonder “why in the world do we do business with them?” Do you ever watch your pursuit teams chase every opportunity rather than target with laser precision? Do you ever wonder why you’re having to price work as a commodity rather than pricing for the real value you bring? These symptoms often indicate your firm lacks a clear and compelling Ideal Client Profile (ICP).

During this workshop, we’ll collaborate on building an approach for collecting the information needed to create your firm’s ICP. We will discuss data sources, engaging stakeholders, and refining all the inputs into a clear and articulate ICP. We will also workshop several ways to apply the ICP to make impactful changes to your marketing, pursuit, and pricing strategies. As a bonus, we’ll discuss how putting your ICP to work will create a happier, more engaged workforce!”