An Interactive Workshop Presented by Vovici and Forrester Research
Posted by Nancy Porte on Thu, Jul 14, 2011
Excitement is building as we are putting the final touches on the upcoming customer experience workshop with special guest Forrester Research slated for Thursday July 21 in Washington D.C.! This is truly the culmination of two years of hard work, research and commitment aimed toward providing the best experience for our customers.
Two years ago we set out to formalize our customer experience efforts and build a Vovici Customer Experience program. Our end goal was not only to implement a Voice of the Customer (VOC) program at Vovici but to create a VOC methodology that could be deployed in any organization. We wanted a tool for our VOC program that would indicate how we were receiving customer feedback, where to place “listening posts” and show our progress toward becoming a customer-centric organization. Ultimately, Vovici’s Customer Experience Wheel™ was born – a graphical representation of our customer’s journey and a great way to present our Voice of the Customer program to internal audiences. The view is from the “outside in” and shows the customer perspective from the beginning, middle and end as they engage with our company
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Meanwhile, our customers were also developing Voice of the Customer programs of their own and were interested in learning more about how we developed our program. By creating the Vovici Customer Experience Wheel we could describe how we built our program and how the methodology can be used for creating a Voice of the Customer program for other businesses. And here we are – ready to present a workshop that teaches other Customer Experience professionals how to create their own customer experience maps – specific to their own organizations and industries!
With the help of Forrester’s Andrew McInnes, an expert in the field of customer experience, we have an exciting interactive workshop planned where attendees will get both strategic and tactical information on how to generate a customer journey map – the first step in creating better experiences for your customers that has them choosing YOU ahead of the competition!
As a lifelong Customer Experience professional I’m so pleased about how far we have come in these two years and that we can now share our knowledge and lessons learned so that others can benefit from our experiences. If you are local to the Washington DC area please join us!
To learn more about the event you can click here.