by Ryan Suydam | Sep 29, 2023
Studies show that companies that make experience their business are outperforming their competition. Additionally, these experience-led companies have 1.6x higher brand awareness, 1.5x higher employee satisfaction, and 1.7x higher client retention. But what is the...
by Jamie Pollenz | Sep 10, 2023
Clients select the firm which best shows an understanding of their situation. During this highly interactive session, you will learn a simple technique, Client Empathy Mapping, that aligns teams around a client’s questions, needs, thoughts, feelings, and anxieties....
by Jamie Pollenz | Aug 8, 2023
This workshop will prepare CX leaders to continuously manage and re-prioritize CX projects in their organization, with a focus on short-term delivery, long-term evolution, and rapidly delivering value to your clients and...
by Jamie Pollenz | Aug 8, 2023
Today’s firms are reporting that the talent war is their top challenge. There’s work to be won, but not enough staff to deliver it. In this workshop, we’ll collaborate and apply the tools of CX to design the most compelling recruiting journey for your next hires....
by Jamie Pollenz | Jun 15, 2023
Client Lifetime Value (CLV) calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit...
