Master distinguished Customer Experience strategies
Customer experience (CX) is the most important and impactful way organisations are seeking to differentiate their brands from competitors.
Brands who employ a centralized CX strategy, align their organizations to collaborate, design and innovate around customer needs are meeting today’s business challenges head on.
This CX Masterclass is designed for executives wishing to develop their understanding of best practice disciplines, tools and frameworks being used by successful brands today.
We will share case studies, exercises and stories that bring to life the skills needed to succeed as a CX leader. We will help you develop the skills, knowledge and confidence to grow CX in your own business by deepening your understanding of the competencies and capabilities necessary to build value from engaging customers and employees.
Monday 19 March, 2018
9:00 AM - 4:00 PM AEDT
Pullman Melbourne on the Park
192 Wellington Parade
Melbourne VIC 3002
In this Masterclass you will gain an understanding and create a plan for:
- Creating a strategy and roadmap for CX
- Aligning everyone in the organisation around CX
- Defining how to create business value from CX
- Understanding and driving action around customer's needs
- Creating a culture of change, innovation and agility
This course qualifies for 6 hours of professional development under the AMI's Certified Practising Marketer program.
CCXP (Certified Customer Experience Professional)
Insights. Innovation. Impact.
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She believes that brands who win choose to focus on human and emotional elements of business.
Diane has over 25 years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing customer and employee experience to grow their brand value. She also developed and led Customer Engagement at Sysco Foods Corporation.
Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications.