2024 Schedule
Session 301: An Evolutionary Approach to Revolutionizing Experience Management
Neil Keating (Chief Experience Officer, Experience Collab)
Location: Grand Caribbean 4/5
Date: Wednesday, November 20
Time: 3:45 pm - 4:45 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Session
Vault Recording: TBD
Audience Level: All
This presentation will look at Experience Management and XLAs and help the attendee gain knowledge of how they can revolutionize what they are currently doing but in a step by step and methodical way - over time.
The attendees will gain:
1. Knowledge of what experience is
2. An understanding of how it can be measured
3. An appreciation of why it is important and revolutionary
4. A step by step approach to delivering it over time
The presentation will show a framework and journey that can be followed to allow organizations to understand how employees feel and why they feel that way enabling them to improve experience.
Takeaway
Key takeways will include:
1. Definition of Experience Management and XLAs
2. The Arts and Sciences behind Expereince Management and XLAs
3. A framework for measuring experience
4. A framework for a step by step journey they can take to implement experience measures and XLAs