A$1,472.81 – A$2,105.81

Profitable & Quality Customer Experience: Melbourne

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Location

Cliftons Corporate Venues: Melbourne

1/440 Collins St

Melbourne, VIC 3000

Australia

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Refund Policy

Refunds up to 7 days before event

Eventbrite's fee is nonrefundable.

Event description

Description

Customer transformation programs hold great promise, yet often fail to fail to deliver sustainable financial returns on investment. Rather than extol "customer experience" benefits, this two-day executive development seminar and workshop explores practical, ROI driven planning and implementation approaches that deliver measurable financial returns as well as promised customer benefits.

This intensive two-day workshop will cover:

  • Why is "customer transformation (ie customer experience or CX, CRM etc) high on business agendas

  • How does a transformation fit into the broader business strategy,

  • What are the key benefits provided by customer transformations?

  • Mistakes and blunders that have plagued others - and how to avoid them

  • An overview of the international "customer transformation" industry and trends.

  • How does a customer transformation create sustainable competitive value?

  • How to identify/select the right technology stack, and how to profitably migrate from legacy to future state

  • What specific capabilities to look for, in running a practical evaluation, selection and procurement process.

  • Customer transformation planning, including readiness checklists, overcoming organisational roadblocks, project planning, and determining the right deployment sequence.

Key takeaways include:

  • a clear understanding of "customer transformation and its components and variations

  • a nine-building block framework to manage a customer transformation change initiative.

  • a structured approach to defining customer-impacting use cases

  • checklist of technology functions needed and a fast track way to prioritise them to build stakeholder buy-in

  • technical issues, hurdles and considerations in customer program design and implementation

  • a toolkit of vendor evaluation and selection techniques

Your Instructor:

Graeme Jeffrey Boorer is seasoned subject matter expert, with over sixty successful "customer" engagements to his credit. Neither a theorist nor technologist, Graeme's focus is on measurable business benefits realisation; defining and achieving the enterprise objectives boards seek, within their specified timeframes and budgets.

Independent of vendors, Graeme provides unbiased expertise to help executives navigate the hundreds of decisions and options they face, helping them scope an entire holistic body of work. His courses have assisted business leaders and practitioners across APAC and the USA avoid costly and embarrassing mistakes while achieving high value for money and defined outcomes. Graeme's collaborative enthusiastic and information-packed sessions give delegates the know-how and confidence to successfully tackle a "customer" transformation program or to rescue one that has faltered. Using proven frameworks, checklists, fast track analyst methodologies, Graeme shares the expertise and lessons learnt from seventeen different industries and sectors, supported by continual research into international thought leadership and best practice.

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Date and Time

Location

Cliftons Corporate Venues: Melbourne

1/440 Collins St

Melbourne, VIC 3000

Australia

View Map

Refund Policy

Refunds up to 7 days before event

Eventbrite's fee is nonrefundable.

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