Empowerment is a term that is often thrown around when companies are looking for a solution to providing more seamless and empathetic customer experiences.
Oftentimes, companies “empower” their team members by loosening the rules a bit. Is this true and authentic empowerment? John Goodman will discuss the true benefit to customers and impact to business when authentic empowerment occurs.
Goodman will outline six structural factors (all within your jurisdiction) which create a can-do culture that actually results in employees using their empowerment and supervisors spending less time on escalations.
Be sure to use the CSIA special discount coupon code of CSIA18 to lock in the $1000 rate.
Download speaker line up and topic descriptions (Please note, there will be a welcome reception on October 23rd)
Lodging available at:
The Hilton Downtown Cleveland
100 Lakeside Ave E
Cleveland, OH 44114
(click here for special event rate and reservations)
Not sure where to start on your CX Strategy? Often the task seems to big and it all seems like too much theory. Andrew Carlton, a customer experience practitioner, works with organisations to stop talking about strategy and start making a difference for their customers. Andrew’s approach is to demystify and decode the strategic theory and blend it with a practical approach to fixing customer issues and driving better business outcomes.
We will discuss some of the ways to design a CX strategy based on benchmark frameworks, but also how to build an implementation roadmap as the critical enabler to making a difference.
Learn more about getting started on your CX Strategy in this interactive webinar –!