The Hackett Institute, professional development from The Hackett Group, invites you to join Penny Weller, Ph.D., ADGBS, senior director of GBS Advisory and course author of the Certificate in GBS, as she takes you through the journey of designing service through the eyes of your customers.
Customer experience is something we are all familiar with – when we are treated well and with respect; when we leverage processes and are ‘dazzled’ by how intuitive and easy they are to use; and when our questions are answered with responses we value.
Focusing on customer experience is a profound way to enhance the ‘service’ component of global business services (GBS) and GBS, as an organization, needs to live up to some of the exceptional customer service we demand from a business-to-customer relationship.
Penny will explore why GBS hasn’t necessarily achieved the desired levels of service and the renewed interest in viewing service levels through the customer lens. You will learn how to:
• Manage customer satisfaction
• Identify customer touchpoints
• Understand the total customer experience
• How to design service through a customer perspective
• Build these skills within your organization
Plus, there will be opportunities to ask questions, share your experiences through our quick polls and find out how you can explore this topic further with both The Hackett Institute and The Hackett Group.
To register for this webinar on the 15th September at 4pm CLICK HERE
