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
“Outside In” Thinking for Inside Out Change:
Laying the Foundation for Employee Experience, Customer Experience, and Brand Experience
The transformational journey to become an Experiential Organization requires an “Outside In” mindset. Before you start, you will want to assess your organization’s state of readiness for the kind of change that will be needed. During this webinar we will share practical insight to test how “experiential” your organization is and provide guidance on next steps. Installing the foundational pillars of your Experience Platform will involve educating your leadership on benefits, a culture change team, and a touchstone event. Eventually, it will require that your organization apply human-centered design thinking to work culture, processes, place, and even brand.
We will conclude this webinar by sharing a Socialization Strategy and some of the latest methods to break down silos. Understanding the availability of tools such as design thinking, journey mapping, and the Experience Statement of Intent will prepare you for the journey ahead.
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.