We’re working with Martin Hill-Wilson to run a series of planning workshops for organisations who want to embed emotion management into their customer interaction teams.
This is a four-month innovation programme working with other organisations to co-create and test how to operationalise emotion management with the CX intent of improving customer loyalty, ongoing value and advocacy.
Martin will be taking the group through a planning framework he has sourced from research and roadshow feedback. The full business case and details of the planning framework are available as a whitepaper download or you can request the Keynote session Martin ran at CloudFest 2018.
Here’s an outline of what the session will cover.
Workshop 1, Wednesday 8th May:
Establishing a common understanding for stakeholders
Workshop 2, Wednesday 5th June::
Scoping the end to end process
Modalities (voice & text)
The end to end process
Workshop 3, Wednesday 3rd July:
Re-imagining key roles and competencies
Motivation - what’s in it for me
Workshop 4, Thursday 12th September:
Re-aligning everything that supports successful emotive CX
Nexmo, 15 Bonhill St London EC2A 4DN Bonhill St, London EC2A 4DN (Closest Tube is Old Street)
9.30am - 4.30pm
All workshops are free to attend, with a light breakfast, lunch and snacks. Spaces are restricted to two delegates per organisation