An Awesome Customer Experience Event





We don’t put a lot of ‘promotional’ material on this blog, but if you’re involved in customer experience, this is an absolute must-see event.  Abraham Venismach has done an amazing job of pulling together a truly global who’s-who of customer experience experts.  It has been an unbelievable privileged for me to co-host this Summit with Abraham and the amazing Steve Zannos.

Read below for the details, and I hope to (virtually) see you there!


9 Days Of Free Classes

It begins with nine days of free classes, from March 4, 2018 to March 14, 2018.  It’s online – so everyone can attend.  The topics are awesome.  Here’s where you can register:

Here’s The Outstanding Line-Up Of Customer Experience Experts

Day 1 – Sunday, March 4th
Join us to kick off CX Masterclass week. We have something special for those who join us. 😉

Day 2 – Monday, March 5th
Annette Franz, CCXP
Goes live at 3pm ET

Journey Maps: 6 Steps from Maps to Outcomes

What you will learn

  • The benefits of mapping customer and employee journeys
  • The basics tenets of mapping journeys
  • Why journey maps fail – and how to ensure yours don’t
  • The six steps you must take to effect real change with journey maps

Day 3 – Tuesday, March 6th
John DeJulius
Goes live at 3pm ET

10 Commandments to Creating A World-Class Customer Service Organization

What you will learn:

  • Learn the methodology that best in class customer service organizations all execute
  • The critical role of having a Customer Experience Executive has
  • Become the brand customers cannot live without
  • How to make price irrelevant

Day 4 – Wednesday, March 7th
Adrian Swinscoe
Goes live at 3pm ET

The 5 Essentials of a Wow Customer Experience

What you will learn:

  • How to deliver a world-class customer experience
  • Why most fail at creating great customer experiences and how you won’t
  • What really drives a WOW experience and what doesn’t
  • What you should be doing to help your team and your business stand out.

Day 5 – Thursday, March 8th
Nick Bush
Goes live at 3pm ET

Closing the Loop on Complaints: 7 Steps to Turn Dissatisfied Customers into Your Greatest Fans

What you will learn:

  • Why complaints are a frequently-overlooked source of customer feedback
  • Why you should take a strategic and joined-up approach to managing complaints
  • The three elements of a Closing the Loop strategy:
  • Detection – identifying the complaint or the potential complaint and averting it.
  • Handling – dealing with the complaint when made and restoring the customer back to the state they were in before the error occurred
  • Learning – identifying what went wrong at the “root cause” level and then acting to prevent future occurrences contribute to the wider operating landscape
  • The beginning of the 7-step approach

Day 6 – Sunday, March 11th
Abraham Venismach
Goes live at 3pm ET

Small Biz CX Success Story

What you will learn:

  • How I went from $70K in the red to 90K in the black in 3 years.
  • What you will learn:
  • Why you should avoid the word “NO” like the plague.
  • How the words “Let me see what I can do for you.” Works like Magic.
  • What does Mohammed Ali and Customer Experience Have in common?
  • What I learned from a cobbler about CX and how it change my life
  • Bonus: How one of my customers went from a 65% Customer satisfaction rating to 95% and some divisions reporting 100% satisfaction and employee turnover dropped to single digits!

Day 7 – Monday, March 12th
Paolo Fabrizio
Goes live at 3pm ET

9 steps to Social Customer Service

What you will learn:

  • To plan and implement a SCS strategy
  • How to choose what digital channel to integrate into their customer service /call-centre (social, live chat, instant messaging apps)
  • What are the main pitfalls to be avoided

Day 8 – Tuesday, March 13th
Mike Wittenstein
Goes live at 3pm ET

How To Sell Your Next CX Project to the C-Suite

What you will learn:

  • How to Convert their ideas into outcomes
  • How to Feel more comfortable presenting ideas as ‘future stories’
  • How to Successfully push back against the typical ‘low-hanging fruit’ and ROI arguments

Day 9 – Wednesday, March 14th
Chip Bell
Goes live at 3pm ET

Customer Shock & Awe…​  How to get your customer to say “WHOA, that was totally unexpected!”

What you will learn:

  • Innovative Service – How to Make Value-Unique a Competitive Differentiator
  • Appreciate the importance and power of a unique service experience for all customers (internal and external).

Visit This Link To Register Today!

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