Thursday, June 25, 2020
4:30 PM - 6:00 PMWhere
Feeling over-Zoomed? You won’t when Piper Smith of Nautilus, Matt Selbie of Oberon3, and Martha Brooke of Interaction Metrics break through the Zoom wall with a workshop to expand your CX thinking.
We’re using the Harvard case study method to deepen your thinking beyond the usual CX tools and Net Promoter surveys.
With Zoom rooms, we’ll break into small groups to craft plans for a business that needs customer experience help. While the business is fictional, it has a problem many companies have right now: sales are down and management is looking for solutions.
Matt argues for taking a hands-on operations approach. Piper takes a step back to discover the essence of the brand and Martha says only a science-backed research approach will get to the bottom of what’s really going on.
But it’s for your group to arrive at the plan you think best. The goal is not to reach consensus. It is for us to take the same information and creatively construct a path forward while understanding why other groups arrived at the plan they did. Not only is this not zoom as usual, it’s not a CXPA event as usual!
Bring your thinking cap because on behalf of the winning team, CXPA will donate $150 to one of two worthy causes, your team will decide which one.
And since space is limited, let us know if your plans change. See you there!
The meeting starts promptly at 4:30 and runs to a bit past 5:30. For those of you who can, please stick around for workshop review and networking until 6.
(Plan on one more Zoom meeting this summer. Then, fingers crossed we’ll meet back at our favorite pub this Fall.)