It has been a long time since I have been to the city of Richmond. Years ago when I lived in the DC area, I took a trip to teach a class in Richmond and stayed in the downtown area. I had never really seen much of the suburbs or surrounding area. I stayed in the Omni Richmond Hotel.
I was invited to speak at a Richmond law firm’s annual IT conference. The topic of the keynote presentation was Customer Experience Management – Engineering and Defining the Support Experience.
I covered improving the customer experience and how to analyze all of the service and support processes of your organization to understand better how to leverage each touchpoint to drive consistent and exceptional service.
The topic was well received, and it was a great group to work with during my time at the event. Hopefully, I’ll get back there again soon.
Topic Overview
Customer Experience Management – Engineering and Defining the Support Experience (Keynote)
Better understand your total customer experience! In this session, learn about the core concepts of Customer Experience Management including defining a customer experience map of the Incident Management Process. Better understand all the positive and negative influencers of the support experience and engineer a more positive customer experience overall the touch points with your internal or external customers.