How to Become an Executive Leader in Customer Experience Design
How to Become an Executive Leader in Customer Experience Design
JW Marriott, Mumbai, Sahar IA Project Road, Chhatrapati Shivaji International Airport, Andheri East, Mumbai
Time: 07:30 pm - 11:30 pm
How to Become an Executive Leader in Customer Experience Design
NASSCOM under the aegis of NASSCOM CEO Forum cordially invites you and your executive leaders to our seminar on: 'How to Become an Executive Leader in Customer Experience Design'. This session will be conducted by Dr. Eric Schaffer, CEO, Human Factors International Pvt. Ltd.
Objectives:
This session will help the Sr. Leaders to understand the customer-centric field's ROI, scope, application and best practices. They will be able to describe the key parts of an effective design practice and will be able to identify their organization's maturity level as well as next steps for moving ahead in this key competency area.
Who Should Attend?
- CEOs
- CXOs
- Sr. Leaders for design of B2C, B2B, and internal staff facing systems
Time: 07:30 pm - 11:30 pm
JW Marriott, Mumbai, Sahar IA Project Road, Chhatrapati Shivaji International Airport, Andheri East, Mumbai
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Welcome by NASSCOM
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'How to Become an Executive Leader in Customer Experience Design' Dr. Eric Schaffer, CEO, Human Factors International Pvt. Ltd.
Part 1 - Demystifying CX
The ROI of User-Centered Design
Understanding the Many Names of CX
Know Thy User
Strategic CX Design
Structural CX Design
Detailed CX Design
Persuasion Engineering
Usability Testing
Customer Journey Mapping -
Tea/Coffee break
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Part 2 - Building a Sustainable Practice
Industrial Strength CX Practices
Managing Culture and Change Management
How to Institutionalize Customer Centricity
Developing a Strategy for Institutionalization
Averting the 24 Perilous Pitfalls that Endanger Your Practice
Action Steps and Learning More -
Hi-Tea and Networking