Next Generation Customer Experience

The Next Generation Customer Experience event is in Los Angeles in May and although a lot of the tracks sound very interesting to me, I know that I cannot attend. Living in London has its pros for sure, but when it comes to no longer being able to fly out for conferences like these, it has its cons.

One thing is to be able to attend an event like this, the next is being able to get good ideas, and the most important thing is actually being able to act on these ideas and execute them for your business and customers.

For instance this track – Strategies for Managing, Meeting and Exceeding Customer Expectations – caught my eye:

Designing and delivering outstanding customer experience requires not only feedback from experiences customers have already had but also to anticipate what those customers’ expectations are before the experience. But most companies do not have a process for collecting and understanding their customers’ expectations and communicating those expectations to their people. In this hands-on, high-energy workshop, participants will:

* Determine the customer expectations they already know and which expectations they don’t at each touch point
* Create a strategy for gathering customer expectations from their key customers which will drive strategies for serving them and others
* See expectations through their customers’ eyes
* Walk away with at least one usable action item for exceeding customer expectations.

The above sounds obvious and easy, but getting time to brainstorm with peers and walking away with even one good idea is priceless.

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