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
The Missing View:
O Data vs. X Data
Designing a work culture, environment, and business workflow that is deeply customer-centric requires a strategic sequence of discovery, buy-in, and activation. It also requires data.
But how do you measure customer and employee experience? In this webinar you will learn about industry leading metrics for capturing and using experience data (X data) vs. the more traditional operational data (O data). Through compelling use cases, we will review how best-in-class organizations are leading the way through X data. From more meaningful surveys to the Low-Volume, High Impact (LVHI) model, we will also explain how to build a Voice of the Customer (VoC) program and a Voice of the Employee (VoE) program.
The webinar will conclude with a next-generation tool only now coming onto the market: cultural analytics. This new tool removes the guesswork from how employees experience your culture, mapping it as it is, not whether it is “good” or “bad.” Equipped with this deeper level of insight, organizations can design playbooks to create the workforce of tomorrow – innovative, collaborative, and deeply customer-centric.
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.