Strativity

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Day 1
8:00 am to 8:30 am Conference Registration & Continental Breakfast
8:30 am to 10:30 am

Module 1: Reality Check

10:30 am to 10:45 am Break
10:45 am to 12:30 pm

Module 2: Defining Customer Experience

Module 3: Economics of Customer Experience

12:30 pm to 1:15 pm Lunch
1:15 pm to 3:00 pm

Module 3: Economics of Customer Experience (Continued)

Module 4: The Customer Journey

3:00 pm to 3:15 pm Break
3:15 pm to 5:00 pm

Module 5: Customers and Emotional Engagement

Wrap Up

 

Day 2
8:00 am to 8:30 am Continental Breakfast
8:30 am to 10:30 am

Module 6: Innovating Your Customer Experience

10:30 am to 10:45 am Break
10:45 am to 12:30 pm Module 7: The Social Media Experience
12:30 pm to 1:15 pm Lunch
1:15 pm to 3:00 pm

Module 8: Employee Experiences

Module 9: Customer-Centric Organization

3:00 pm to 3:15 pm Break
3:15 pm to 5:00 pm

Module 9: Customer-Centric Organization (Continued)

 

Day 3
8:00 am to 8:30 am Continental Breakfast
8:30 am to 10:30 am Module 10: Change Management
10:30 am to 10:45 am Break
10:45 am to 12:30 pm Module 11: Delivering and Measuring The Customer Experience
12:30 pm to 1:15 pm Lunch
1:15 pm to 3:00 pm Module 12: Customer Experience Management – Voice of Customer Governance Model 
3:00 pm to 3:15 pm Break
3:15 pm to 5:00 pm

Module 13: How to Drive Customer Experience Throughout the Organization

Wrap Up