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

Definitions
Importance
Outcomes
Benefits

Workshop 2, Wednesday 5th June::

Scoping the end to end process

Priority journeys
Contact mix
Modalities (voice & text)
The end to end process

Workshop 3, Wednesday 3rd July:

Re-imagining key roles and competencies

Advisor
Team Leader
Service Leader
Motivation - what’s in it for me

Workshop 4, Thursday 12th September:

Re-aligning everything that supports successful emotive CX

Recruitment/L&D
Performance mgt/QA
Workflow/Tech
Metrics/Insight
Service Improvement

Location:
Nexmo, 15 Bonhill St London EC2A 4DN Bonhill St, London EC2A 4DN (Closest Tube is Old Street)

Time:
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

All fields marked with * are required.

Talk to us 1 (855) 534 - 2888