Using CX to Differentiate Your Business
Using CX to Differentiate Your Business

What is the course about?

Customer experience is becoming the prime source of competitive differentiation. Commercial success for a business lies in the strength of the relationships it creates with its clients. This webinar has been designed to introduce members to customer experience, give a deeper understanding of its commercial relevance, identify the barriers to delivering best in class CX and understand moments that matter to clients. The session will also look at how the employee experience (EX) plays an integral role in establishing a truly client centric culture throughout your business.

Who is it aimed at:

It is aimed primarily at senior management and heads of departments as defining and delivering a true CX culture stems from the leadership team.

Training Agenda

•Customer experience (CX) defined

•The benefits of CX –a look at return on investment

•The barriers to delivering great CX

•How CX impacts your client’s world

•How CX impacts your agency’s world

•What matters most to your clients –the six key drivers of CX

•The vital connection between CX and employee experience (EX)

•Tips and considerations

Susannah Hewson
Susannah Hewson
Founder, CX Change
About Susannah Hewson
About Susannah Hewson

Susannah is the founder of CX Change which helps businesses to improve their customer experience. CX focuses entirely on human emotions and there’s no one that understands human emotions better than Susannah. She recognises the critical relationship between customer experience and employee engagement, and addresses both in her employee training and workshop programmes. With a background in social science, Susannah has always been interested in what makes people tick. Her core strengths include identifying issues that are impacting negatively on the customer/client (and often employees too), tapping into employee’s emotional intelligence and uncovering empathy.

Susannah has worked with a range of sectors both B2B and B2C such as; Bank of Ireland Global Markets & Treasury, Nourish Health Stores, Virgin Media, Capital Credit Union Group, Butlers Chocolates Cafés, Easons, Sam McCauley Pharmacy, .IE Domain Registry, KBC, Insomnia, Golden Discs, The Institute of Banking and Retail Excellence Ireland. Susannah is also a judge for the UK Customer Experience Awards.

Having started her career in agency life in a client service role, and subsequently transitioning over to life on the client side, Susannah experienced what its like to work with agencies. This experience, combined with her CX knowledge and passion will ensure a relevant, beneficial and enjoyable webinar.

Select
Reserve
Assign
Members
Am I a member?
Standard Price
FREE
 
You are reserving 0 ticket(s)
 
Your Email:
A receipt will be sent to this address
Your Mobile:
Optional - we’ll send a reminder before the event
Are you an IAPI Member?
Company Name
If not an IAPI member.
Your Job Title
Optional
Full name
 
Your order may take a minute to process so please wait for it to finish.
Now assign your ticket holders. Please ensure the full names are correct.
Thanks!

A receipt has been emailed to the billing email provided.

Add to Calendar 2021-05-14 10:00:00 2021-05-14 11:30:00 Europe/Dublin The CX Factor – Strengthen Client Relationships Through CX Customer experience is becoming the prime source of competitive differentiation IAPI [email protected]

Close
Join Waiting List
 
Full name
Your Email:
Your Mobile:
Optional
Are you an IAPI Member?
Company Name
If not an IAPI member.
Your Job Title
Optional
 
Your form may take a minute to process so please wait for it to finish.
Thanks!

You have been added to the waiting list for this event.
If a space frees up we will contact you.

Add to Calendar 2021-05-14 10:00:00 2021-05-14 11:30:00 Europe/Dublin The CX Factor – Strengthen Client Relationships Through CX Customer experience is becoming the prime source of competitive differentiation IAPI [email protected]

Close