2017 CXPA Insight Exchange Show and Tell Resources - EXPERIENCE DESIGN, IMPROVEMENT AND INNOVATION
CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions. Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned. Some of those presentations and resources are now available to CXPA members. You can find the slide decks linked below. We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics.
*Some table topics do not have associated slides decks, and or we are working with the presenter to add those at a later date.
Infusing Emotion Into Experience Design: 3 Questions to Answer
Aimee Lucas, CCXP and Isabelle Zdatny, Temkin Group
The emotions customers feel when they interact with an organization have a significant impact their loyalty to that organization. Organizations looking to boost customer loyalty should therefore infuse emotion into their experience design efforts. You’ll leave this show and tell armed with three questions you can use to get started.
CX Meets High-Tech: Discover How Amazon, eBay and Google Mash Up Hi-Tech and Journey Mapping to Transform the Clothes Shopping Journey
Greg Tucker, Tucker & Company
Discover how high-tech giants eBay, Amazon, and Google are using customer journey mapping to focus their application of high-tech approaches like virtual reality, AI, machine learning, and 3D scanning/modeling to transform the shopping experience - both online and in the retail channels. Examples of actual journey maps, research, a video journey vision, and the ROI analysis of a new CX will be shared.
*Optimizing Experience Management Impact
Lou Carbone, Author, Lecturer, Speaker and Thought-Leader
The art and science of emotional experience design and how we reconstruct our memories of experience will be discussed. The presentation is designed to offer a perspective of what’s on the horizon and what tools that can be utilized to enhance and optimize experience value resulting in greater return on investments in customer experience.
*Top Brands Know Great Customer Experiences Lies at the Crossroads of the Physical and Digital
Peter Blair, Applause
When you boil it down to what really matters, it's the end-to-end customer experience. Discover how leading brands - like Shake Shack, Shutterfly, eBay, Realtor.com and others - ensure that the experience they provide is flawless across every customer touchpoint, device, and location.
*Using Design Driven Feedback to Enhance VoC
Marc Mandel, Customerville
Learn about the benefits of the use of design-driven considerations in the creation and deployment of CX VoC programs, and how these advanced techniques will drive greater participation, deeper and more actionable insight results, and overall improvement to the customer experience during the VoC process. There will be a demonstration of how the survey is an important touch point of the customer journey, and why it needs to be considered as an equal or greater touch point to others along the journey.
An Interdisciplinary Approach to CX
Darin Byrne & Lisa Hagen, Wolters Kluwer
Wolters Kluwer found in its research that banks and credit unions were missing a commercial lending workflow automation tool to help improve efficiency and grow their businesses. To solve this challenge three best practices from the CX industry were integrated: 1) Journey Mapping, 2) Employing User Interface (UI) and User Experience (UX) Experts, and 3) Actively Engaging a Customer Advisory Group. The result is a product design that customers are excited about and can’t wait to get their hands on.
From Journey Map to Project Plan
Anna Haug, Western National Insurance Group
Western National developed a Journey Mapping toolkit for its organization on how to create a map and take action. The action part is often the hardest part to pull out of a map, but the tools help us identify how an innovation will address the customer’s needs, what the new experience will be, and how to get there.
CX Journey Inc.
Annette Franz, CX Journey Inc.
Companies listen to customers, but they fail to make improvements to the customer experience as a result of what they hear. How do we rally the troops around customer insights and get them to take and own the action?
*Why Being Bold is Often Your Only Choice
Jackie McAtee, Mayfair Diagnostics
When Mayfair Diagnostics started to reimagine medical imagining, it had to make bold choices. The company’s customers, both physicians and patients, had indifferent feelings toward radiology providers. Employees were in the health care industry, not the service industry. Mayfair was doing the same thing it had always done, and leadership knew this was dangerous.
Design Thinking and Follow-Me-Home
Vicki Amon-Higa, Amon-Higa & Associates LLC
How might we engage the hearts and minds of a cross-functional team to intentionally design a customer experience? Let's talk about Design For Delight and specifically launching a Follow-Me-Home to build empathy and observe what matters to customers.
How Humana Uses Emerging Technology to Deliver a Seamless Digital-to-Voice Customer Experience
Johnna Herrmann, Humana Inc.
In 2016, Humana embarked on a journey to transform the way its members navigate the Interactive Voice Response (IVR) channel. It bridged the gap between digital self-service tools and live agent customer experience. Through rapid experimentation with customers, the Humana FastStart lab team initially made small bets on using an emerging technology as an alternative to the typical automated phone experience that customers often opt out of.
Avoiding Multiple Hops With Customers Using AI
Mahmood Khadeer, Microsoft
Wouldn’t it be nice to reduce the number of interactions a customer has to go through before getting his/her issue resolved? Learn how you can analyze the data using AI techniques, prepare Q&A pairs, and help drive product change for a better customer experience.
*CX Strategies for Transforming a Product Business Into a Service Business
Gassia Salibian, Future-Proof Consulting
Last year, Autodesk began changing its business model from selling software licenses to SaaS. Learn about the top four CX challenges it faced and why Service Design became a key discipline during this radical transformation.
*Using Human-Centered Design Methods to Develop Creative Solutions
Kimberly Edmunds, SadlerAllen
Learn a simple method to creatively solve problems while ensuring your customers and employees are at the center of everything you do.
THE CUSTOMER EXPERIENCE HIERARCHY OF NEEDS: A Simple Way to Diagnose and Prioritize Customer Experience Transformation Opportunities
Michael Bartlett, Springfield Public Schools
This show and tell will explore the hierarchy of needs models used to diagnose and prioritize customer experience transformation opportunities at the Springfield Public School system IT Helpdesk. Are you trying to determine where to begin in experience design and improvement? This is an excellent method to help organize your transformation.
The Service Blueprint: How to Operationalize Your Journey Map
Kristin Pardue, Rêve Consulting
You’ve examined your customer journey, identified pain points and opportunities, and built a journey map that tells a compelling story of your customers’ future experience. But what’s next? Learn how to leverage the service blueprint, an indispensable service design tool that connects the front stage - what the customer sees - to what needs to happen behind the scenes in your organization to operationalize your ideal customer journey.
*Creating a "Journey to Amazing" Customer Experience
Danyel LaGow, Strong-Bridge Consulting
This show and tell will showcase how Strong-Bridge did it for one brand in their “Journey to Amazing”- which included a CX assessment; customer journey mapping workshops designed to engage and break employees into creative thinking; and a comprehensive, action-based CX roadmap.
Meaningful Engagement in a Digital World
Michael Mallett, Medallia
The conversation between consumers and brands continues to shift to Web and Mobile channels. More than ever it’s critical to change the way we listen, analyze, and act on the Digital experience. Together we'll discuss a strategy to understand these moments and journeys that matter, a related customer study, and highlight a solution which can help your organization drive customer experience results in these channels immediately.
Customer Journey Mapping - a Co-creation Between Dealers and Manufacturers
Claudia Vale, FLWOW!
Dealers are responsible to deliver the experience to customers. Manufacturers want to take care of the brand. Learn how to guarantee a customer experience consistency across the dealer network which strengthen the brand.
*How to Achieve Results from Customer Journey Mapping
Laurent Ghio, GMC Software
You may have created a customer journey map to track your customer interactions and are looking to improve your communications at each step of the journey. But have you gone beyond the planning and design stages into action? Today, you need more than a consistently maintained customer journey map. You need the ability to reach into that journey map, understand the experiences involved in each step, and improve the experience.
*The Hallmark Way to Create Meaningful Connections That Impact Customer Satisfaction and Employee Engagement Scores
Rhonda Basler, Hallmark Business Connections
Because nobody can engage customers better than frontline employees, Hallmark developed an innovative program that empowers them to build 1:1 relationships by sending personalized Hallmark cards. Learn how companies are using this CX tool to lift customer satisfaction, employee engagement, and brand reputation scores.
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