Experience Level Agreements:
Moving Your Contact Center Toward Metrics That Drive Customer Experience Results
Wednesday January 31st, 2024 9am PST - 12pm PST
Location: ZOOM
Cost: $1499
Blake Morgan
3x Customer Experience Author and Futurist
Stephanie Shaffer De Jesús
Led The CX Program Transformation For Johnson & Johnson
After taking this bootcamp you will be able to:
- Effectively identify your customer’s core expectations through data discovery.
- Litmus test XLAs with a brand reputation analysis.
- Start putting Experience Level metrics to work for your organization and begin A/B testing.
What's inside:
As we plan for a successful 2024 and beyond…. It has become clear that the most commonly utilized Experience metrics still leave organizations with blind spots for actionable improvement.
Are you ready to learn a future-forward metric approach from creation to results that will fuel tangible improvements?
What if you were to back into the "most important Customer metrics" based on the core expectations of your Customers? 🤔🤔🤔 After all, that is what truly matters. Right? Not simply measuring the company’s success on general calculations of satisfaction and loyalty to indicate if you are hitting the mark or not. Research shows that if you customize metrics to focus on the voice and perception of the imperatives for those that you actually do business with, you can quickly course correct on opportunities and view your brand reputation with clarity. Prepare to gain transparency of how you actually measure up. Adopt a fast-forward focus on outliers of an exceptional experience. This approach will truly ensure that you are ahead of the curve: exceeding Acquisition and Retention targets, and Growing your business by deepening your relationship with your Customers. Let's explore Experience Level Agreements from Creation to Results vs. a maniacal focus on one metric.
Meet Stephanie:
Hi! I am Stephanie De Jesús, industry leading XLA enthusiast and experience innovator. As a Principal Consultant, I consistently empower organizations to drive profitability leveraging the Customer Experience across multiple verticals. I am a steadfast Customer advocate and will facilitate the instruction of this cutting edge industry metric management system of XLAs with you. It has produced tangible success for my clients and is critical in laying the foundation for the future. I look forward to bringing these best practices to you as you tailor to your business!
Stephanie has worked with some of the most trusted global brands to help them fuel business transformation, streamline processes, and increase profitability by leveraging XLAs.
There is a debate on metrics in the Experience space and it is absolutely founded. Many organizations seem to have a maniacal focus on NPS or CSAT and gloss over a few other metrics and either “triage in a frenzy” or completely ignore. These same organizations have a hard time articulating the value of a CX program and have seen little to no lift of Continuous Improvement, let alone transformation. You may be a curious member of this type of environment and wonder about the greener grass on the other side? You may be a part of an innovative organization and just need the dots connected from Research to Creation to Integration and measuring Results. You may be somewhere in between and want to ensure you acquire, retain, and grow your business. This bootcamp is for you!
Stephanie has had great success reverse engineering metrics to focus on the Customer Core Expectations- or XLAs (Experience Level). If my customers want us to "Know Me" , "Help Me" , "Value Me", and "Protect Me"- then we can roll those up to metrics. XLAs are always customized based on what your customer expects because after all, our Customer's perception is reality.
Module 1: XLAs Drive Results
- Set the stage for the course and learn an overview of Experience Level Agreements.
- Understand what XLA agreements actually and level set on what metric management is today.
- Understand the business case and numerous forms of research down to the business case for investing in customer core expectations, and gain tools on where to get started.
Module 2: CREATION: Psychology as a Foundation; Discovery as an Exercise
- Understand how to isolate your Customer Core Expectations
- Learn how are XLAs must be a reflection of your brand promise
- Roll up your sleeves: XLA Creation 101
Module 3: CLARITY: Brand Reputation
- Practice XLA Quadrant Plotting and Brand comparison
- Learn what measurements impact your brand
- Determine Acquisition, Retention, and Share of wallet pitfalls
Module 4: ANALYZE: Measurement Transparency
- Learn about Pre and Post Intervention Data cadence
- Study AI real-life business cases
- Gain tools to evangelize the data within your Organization
Module 5: RESULTS: Exceptional Experience Outliers
- Review what we’ve learned in the first four modules and look at outliers to accelerate speed to improvement
- Envision if all the XLA data points were mature and customer experience strategies were in place that we learned in the course - what would that look like inside your company.
- Paint a vision for the art of possible for your brand
Stop listening to what the business world has said about managing with one metric to measure customer experience in the past, it’s single dimensional.
In this live bootcamp Stephanie provides you with tools and strategies to begin building success metrics with the customer’s core expectations in mind.
Stephanie takes you through five modules focusing on my framework guiding you through a Customer Core expectations discovery session and then moving you through the customized sustainable change management process from Creation to Results.
The instructor will provide you with the tools you need to start putting Experience Level metrics to work for your organization.
