If you’re in the contact center or are a customer experience professional then you aren’t going to want to miss this bootcamp that my wife Blake Morgan is hosting. Meta calls her “the queen of customer experience.”
Metrics can feel like an endless loop of never ending analysis, how do you make sense of the data and turn it into something meaningful and actionable?
Imagine if you were able to reverse engineer your contact center metrics to focus on the Customer Core Expectations or XLAs (Experience Level). If customers want us to “Know Me” , “Help Me” , “Value Me”, and “Protect Me”- then you can roll those up to metrics. XLAs are always customized based on what your customer expects because after all, our customer’s perception is reality.
Join Blake Morgan, a 3X customer experience author and futurist, and Stephanie Shaffer De Jesus, who led the CX Program Transformation for Johnson & Johnson in a 3-hour virtual bootcamp and learn the tools and strategies to begin building success metrics with the customer’s core expectations in mind.
XLA Bootcamp: Moving Your Contact Center Toward Metrics That Drive Customer Experience Results
This live bootcamp will equip you with:
- Effectively identify your customer’s core expectations through data discovery.
- Litmus test XLAs with a brand reputation analysis.
- Start putting Experience Level metrics to work for your organization and begin A/B testing.
It will be comprised of 5 modules:
Module 1: XLAs Drive Results
Module 2: CREATION: Psychology as a Foundation; Discovery as an Exercise
Module 3: CLARITY: Brand Reputation
Module 4: ANALYZE: Measurement Transparency
Module 5: RESULTS: Exceptional Experience Outliers
Are you ready to explore Experience Level Agreements from Creation to Results vs. a maniacal focus on one metric?
Stop focusing on single metrics and start building customer-centric success. Join Blake and Stephanie on January 31st.
Limited spots available! You can learn more and sign up here or by going to XLABootcamp.com.
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