Workshop Materials
Optional – Deeper Dive
- Introduction: Book excerpt “What is customer experience?” from Leading the Customer Experience
- Pillar 1, Vision and goals: Book excerpt “Define and communicate your vision and goals” from Leading the Customer Experience
- Pillar 2, Employee engagement: Traits of Engaged Employees worksheet
- Pillar 3, Voice of the customer: Customer Expectations worksheet
- Pillar 4, Customer service: Book excerpt “Boosting the Value of Customer Service” from Leading the Customer Experience
- Pillar 5, Customer narrative: CHEP Journey Map
- Pillar 6, Processes and technology: Book excerpt “Shaping Processes and Technology” from Leading the Customer Experience
- Pillar 7, Customer advocacy: LinkedIn Learning course Customer Advocacy
- Pillar 8, Innovation: LinkedIn Learning video “Strive for Participation in Product and Service Innovation” from the course Customer Experience Leadership
- Pillar 9, Investments: ROI Calculations Toolkit
- Pillar 10, Leadership: LinkedIn Learning course Customer Experience Leadership