Ever wondered how a company can claim to be "customer obsessed" and yet can't put the customer at the center of what they do because of the walls between corporate departments and product divisions?
On September 7th, 2021, Phase 5 Partner Andreas Noe will join Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) to speak to this issue at the Canadian Research Insights Council (CRIC) webinar, "Enhanced Customer Experience Research".
FCT and Phase 5 will share a case study to illustrate how they used Customer Journey Mapping to break down the silos and create a shared understanding of experiences for the customer. Furthermore, they will explain how to do this in a scalable way thanks to a "train-the-trainer" approach so that teams can continue to collaborate across the organization.
Webinar attendees can expect to learn:
- Useful tips and tools for engaging internal stakeholders across many functions and lines of business in order to work collaboratively to solve customer problems.
- Do's and don'ts for using technology and tools when in-person meetings are not possible.
- Methods for instilling confidence in internal stakeholders and trainers so that they will not only take the customer centricity baton, but run with it once the consultants conclude their engagement.
More About the Speakers:
Andreas Noe is a founding partner of Phase 5 and the leader of the firm's Customer Experience and Market Insights teams. He has developed particular expertise in CX strategy, metrics and performance measurement, Voice of the Customer and Customer Experience studies. Andreas brings world-class research methods and first-hand insight into understanding and managing customer outcomes. He has led several professional associations as board member and president and is a former marketing lecturer at the University of Ottawa.
Tanya Fowler leads the research department at FCT. As one of FCT's original employees, Tanya's career trajectory has included roles in customer support, operations, sales enablement and marketing with a primary focus - placing the customer in the center of all business decisions. Tanya is a Certified Customer Experience Professional who leads CX strategy with a priority on driving a customer-centric culture and championing the voice of FCT's customers to cultivate, motivate and implement change to support the delivery of industry-leading experiences. She has co-created and facilitated enterprise-wide customer-centricity training programs to connect every role in the organization to their direct impact and influence on the customer's experience.
On September 7th, Andreas and Tanya will be part of a panel of customer experience research experts from a variety of prominent Canadian organizations. The session will be moderated by CRIC's CIO Arundati Dandapani.
Register now for this free event!
