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
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.
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