Empower Every Employee to Become an Experience Architect
EXPERIENCE
IS EVERYTHING
Experience is everything… and everything is experience. Businesses live and die by the customer experiences they deliver — especially in highly-commoditized verticals. In this presentation, Scott Harris shares his proprietary Intentional Experience Architecture Framework that every leader can use to build a culture of Intentional Experiences and empower every member on their team to think like an Experience Architect. Attendees will receive an Experience Architecture Playbook to design and build their own proprietary Experience Framework.
Before your team can maximize moments, it is imperative to map the ones that matter. When you do that, you can elevate every key interaction into an experience. Then, you can connect moments to mindset… and maximize outcomes in real time. This presentation highlights the inseparable link between EX and CX, and offers suggestions for immediately improving both VoC (voice of customer) and VoE (voice of employee) programs for near-instant improvement in both CSAT (customer satisfaction) and ESAT (employee satisfaction).
Maximizing
Moments
It’s Not
About
Me …
Until It IS
What if every employee at your company was accountable for every interaction with a customer… in real time? In this stirring presentation, Scott Harris shares real results, including NPS, CSAT, and ESAT measures, of cultural transformations from companies who adopted real-time experience management to help shift employee mindsets from “it’s not about me” to “I am the brand!” You’ll leave with actionable tips for designing, measuring, and continually improving every step of your employees’ journeys and a new appreciation for what they mean to customers. Engage, empower, and resource your entire workforce to make Experience your competitive advantage.
Experience is Everything
with Scott Harris
Scott Harris is the host of Experience is Everything, a podcast for Experience Executives and Enthusiasts. In each episode, Scott and a guest break down the genius behind the most-loved brands and businesses on the planet. Expect tips, tricks, and techniques to immediately up-level your CX and EX game in every engaging conversation.
Looking to invite Scott to appear as a guest on your podcast? Click here to inquire.
Looking to book Scott as a speaker or podcast guest?
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