This tutorial will cover the basics of customer experience including what it is, measuring it, getting your organization started on it, understanding your customers, and other topics foundational to customer experience. It will explain some of the key customer experience tools like personas and customer journey maps and will illustrate “what good looks like” for them and others.

Wait times exist in any customer experience, but addressing them is often viewed as turning something unpleasant into something “less bad.” Those supporting customer experience must broaden their efforts beyond just trying to shorten wait times and instead focus on improving the customer experience of the wait. Learn about concepts, frameworks, and case studies that pertain to waiting, and how you can apply them to your organization.

The best customer experience organizations not only understand their customers, but they empathize with them. Such skills are especially important for non-customer-facing employees to obtain. During this financial services industry breakfast, we will discuss both traditional and nontraditional ways to better understand and empathize with your customers. Join your industry peers for an executive networking breakfast with a short Gartner presentation.
Please note: Reserved for end users only. Preregistration required.

A powerful tool by which to improve customer experience is a customer journey map, which describes the steps a customer must go through to engage with your organization. At each step, what is the customer doing, expecting, thinking, and feeling, and with which touchpoints is the customer interacting? In this workshop, you will learn how to build a customer journey map and how to utilize one to improve customer experience.
Please Note: Reserved for end users only. Preregistration required.