Live Webinar

60-minute live streaming program
  • January 26
  • 1:00 - 2:00 pm EST

How to Offer Your Customers an Effortless Experience

January 26

Learn how to create a customer journey map from the view of the customer.

The future of the customer experience will be built on increasing transparency for customers and the organizations that serve them. To achieve this, companies must identify friction points from the customer’s perspective along their journey. This presentation will help those responsible for customer experience management understand how to create a customer journey map from the view of the customer across the company. The material will also explain the method required for collaborating with marketing, sales, service, IT, etc., to identify customer friction points and achieve the best solutions to address them.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Future of Customer Experience
  • Transparency and Personalization
  • Data and Analytics
  • Expected Business Outcomes
Transparency and Personalization
  • Breakdown Silos and Build Cross-Functional Teams
  • Personalize the Experience Along the Customer Journey
Data and Analytics
  • Data Is King
  • Evolve Your Measurement Approach From Reactive to Proactive
Expected Business Outcomes
  • Improvement in Top Line
  • Improvement in Operational Costs
  • Improvement in Customer Retention
Summary
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More Program Information

Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

Live Webinar Registration

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, technical and support representatives, and administrative assistants.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Senior Director with Alvarez & Marsal in Atlanta; focuses on corporate performance improvement for Fortune 1,000 companies and is the co-lead for Corporate Merger & Acquisition Services (CMAS) in the Atlanta market
  • More than 20 years of combined industry and consulting experience
  • Worked with clients across various industries including, financial services, cash logistics, health care, industrial gas, manufacturing, retail, power and utility, and travel and entertainment
  • Functional experience in growth and customer experience
  • Prior to joining A&M he was Vice President of Sales and Customer Care for NetBank, was responsible for the online bank’s North American contact center operations, and was responsible for the testing and remediation plans of operational, compliance, and reputational risk within bank operations working closely with internal audit and internal control
  • Bachelor’s degree, State University of New York at Binghamton; certified in Prosci Change Management®
  • Can be contacted at 404-759-9158, [email protected], http://www.linkedin.com/profile/view?id=3429370&trk=tab_pro, or Twitter® @Art_Hall4
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 406093
Published 2022
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