As more organizations realize that “what you get on the inside, you get on the outside,” interest in how to align The Customer Experience with The Employee Experience is soaring in the United States and Europe. To help organizations learn the latest methodology and thinking behind this powerful disruption in business, HEC is pleased to offer this “Designing Experience” webinar series.
This customized webinar series will introduce powerful new concepts to align Employee Experience to Customer Experience. The series is ideal for stakeholders involved in the employee and customer interaction experience, including :
- Executive Leadership
- Human Resources
“86% of buyers say they will pay more for a better customer experience. It’s why by 2020, customer experience will overtake price and product as the key brand differentiator.” - Walker Study
B2C companies like The Walt Disney Company have led the way in creating experiences as a competitive differentiator. At Vail Resorts, the world’s largest ski operator, this commitment to deliver a distinctive and human-centered experience led the company to ban employees from using the phrase “Our policy is.”
Together, Customer Experience and Employee Experience models may be accurately referred to as an organization’s Experience Platform (XP). A well-planned XP rests on human-centered design thinking. It transforms unintentional moments into intentional ones – delivering what both customers and employees want most: empathy and a “frictionless” experience.
All sessions will be held from 8:30 am to 10:00 am
Introduction to Experiential Organizations:
Drivers, Attributes, and Business Results
With rising uncertainty around the world, people want more meaning and purpose – even from the businesses in their lives. Organizations paying attention to these changing expectations have begun to capitalize on these very human desires by building Customer Experience (CX) models: Deeply customer-centric, empathetic, and highly profitable. However, few organizations can achieve true customer centricity without first building an Employee Experience. In fact, the future of work is about redesigning organizations where “Employee Experience” (EX) reigns. This introductory session will explain the powerful disruption around “experience design” now occurring within some of the world’s top organizations, and why. It will cover the crucial connections between EX and CX, and how they are merging into the Experience Platform.
In the war for customers and top talent, organizations with Experience Platforms have numerous competitive advantages. Specific examples will be cited throughout this presentation.
About Our Speaker
Ed Bodensiek is the founder and CXO of Cravety. He became the first person to hold the role among the largest law firms in the United States (Am Law 200). Ed previously served as head of brand and communications for Select Medical (NYSE: SEM), a $5 billion company with 43,000 employees. In 2011, while Ed was building an in-house marketing and communications agency for the national healthcare giant, the company’s CEO asked him to design a sweeping change management effort around patient and employee experience. That became the Select Medical Way, the defining touchstone of how the $5 billion company continues to do business today – with human-centered workflow and decision-making at its core. It was in this dual role that Ed became convinced that the rise of influencer communications (customers and employees shaping corporation reputations by connecting with each other) would powerfully expand the concept of brand.
Ed also consults on product and talent branding strategy, and is a frequent public speaker, moderator, and group facilitator. He is a graduate of Florida Atlantic University. He earned a certificate in bioethics from Georgetown University. Ed and is a contributing author to Innovations in Client Experience, from Wilmington Publishing and the Ark Group.