CONFERENCE Takeaways





Employee Experience Engagement Strategies & Tips

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    Empower and educate the front lines

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    Create team-building exercises that inspire and promote communication

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    Make a commitment to employees consistently. (A small hello goes a long way. Employee and Customer Service consistency builds brand loyalty/company loyalty)

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    Develop a plan (i.e. Employee Recognition Program)

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    Leverage feedback and reporting to empower and motivate your staff

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    Create a genuine and authentic workplace

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    Leverage the employee voice for improvement

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    Increase retention and remove obstacles for recruitment

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    Identify the common misconceptions and strategize and a way to address them productively

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    Address those common motivation misconceptions and replace them with practices that will improve the quality of motivation within your organization

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Customer Experience Engagement Strategies & Tips

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    Develop your brand promise and guest commitments

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    Measure success and ways to improve

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    Find opportunities to reward your customers

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    Leading and laggings indicators are both crucial to track your success

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    Listening to other company journeys and understanding how they succeeded and achieved their goals

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    Learn the Critical #s of the Customer Experience

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    Determine your Customer Organization Persona (Spiderman, Iron Man, Captain Marvel or Hulk)

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    Communicate and embody your vision, mission, and values

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    Build meaningful and thoughtful connections with your team and customers

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    Find balance within ourselves in order to offer a much better customer service - happiness & wellness



CX & EX Technology Strategies & Tips

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    Keep up with the times and make an investment – voice messaging, texts, AI, digital platforms, automation

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    Combine the best of human and machine intelligence when serving customers

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    Implement an effective strategy to meet customer expectations in an omnichannel world

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    Measure the value of digital CX and what metrics matter most

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    Embed workflows that naturally enable customer loyalty

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    Provide customers with self-service tools for greater collaboration

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    Automate customer portal order retrieval with Robotic Process Automation

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    Leverage a mobile app for on-the-go order placement, processing & management or create apps to help your customer anywhere, anytime

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    Elevate order processing speed, accuracy & analytics

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    People, Policy, Process and Technology improvements are all crucial to the success of your Customer Experience Strategy


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