SESSION 210

Wednesday, May 10, 11:30am - 12:30pm Track: Reinventing The Customer Experience

Building a Customer Experience Program Nate Brown Manager of Customer Support, Underwriter's Laboratories nate.brown@ul.com

Session Description Building a customer experience strategy is much like building (and maintaining) a home: It requires the use of the right techniques at the right time to create an appealing and lasting result that (hopefully) continually increases in value. This session will use Underwriters Laboratories’ experience to equip you with a meaningful formula for customer experience success across the entire organization. You’ll leave with a simple five-step blueprint for building a solid and valuable CX program.

Speaker Background As a customer support manager for Underwriters Laboratories, Nate Brown’s ambition is to create outstanding customer interactions through creativity, knowledge, and professionalism. He is a certified HDI Support Center Manager, VP of communications for the Music City local chapter, and a popular speaker in the southeast region. Nate’s session on gamification at the 2015 ICMI Contact Center Conference & Expo was among the conference’s highest rated sessions.

Session 210: Building a Customer Experience Program

Nate Brown

Executive CharterStep One

You must move beyond the customer manifesto and translate the commitment to actions that people understand and can emulate” – Jeanne Bliss

Executive Charter

5

Source:

Delivers sales

performance

analytics for SaaS

businesses.

Proving ROI

Building The TeamStep Two

Building The Team

• Use principles from “Leading Change”

– Powerful change coalition

– Cross functional representation

• Representation from all key touch points

• Also include supporting staff even if they don’t directly interface with customers

Building The Team

Executive Charter

Establish Listening PathsStep Four

• Surveys are only a small part

• Establish “listening paths” to take VOC to the next level

Metrics That Matter

Executive Charter

The CX RoomStep Three

Journey Mapping

• CX Enhancing Strategy Maps

• KPI’s

• Customer Stories

• CX Hero of the Week

CX Room

Metrics and AccountabilityStep Four

• NPS

• CES

• CX Index

• Customer Growth Engine (by value and volume)

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