January 11, 2013 Leaderlab

Leadership Academy & Network session: WOW Customer Experience

Next week Leaderlab hosts a session on WOW Customer Experience for the Leadership Academy & Leadership Network, on January 17, 2013.

WOW Customer Experience January 17 - Richard Kelly IDEO

Leadership Academy & Network Session on Customer Experience

For more inspiration on WOW Customer Experience we have gathered some models and videos here: WOW Customer Experience

The aim of the day

Participants will spend the day getting inspired by powerful speakers in the Customer Experience area, to later create a Customer Experience Scorecard based on a company of election. Based on the score, participants will then make an Action Plan on how to improve Customer Experience in their organisation.

We will provide inspiration, tools and support. Ole Kassow, Partner in Purpose, will share great Customer Experience Cases and stay to support participants during the day. At the end of the day we have Richard Kelly take the stage, Managing Director of IDEO Asia, by joining us on Skype to share global/Asian perspectives on Customer Experience.

The Agenda

09.00-09.25 Welcome, Sofus Midgaard, Leaderlab
09.30-10.30 WOW Customer Experience: Ole Kassow, Purpose
10.30-10.45 Break
10.45-12.15 Design your Customer Experience Scorecard
12.15-13.00 Lunch
13.00-13.30 Score your company on Customer Experience
13.30-14.00 Present & get feedback
14.00-14.15 Break
14.15-14.45 Make action plan
14.45-15.45 Presentation & feedback
15.45-16.00 Wrap-up and next time
16.00-17.00 Richard Kelly, IDEO, Shanghai (Skype): WOW Customer experience Asian style

IDEO & Richard Kelly

IDEO is an award-winning global design firm that takes a human-centered, design-based approach to helping organizations in the public and private sectors innovate and grow. IDEO has been a part of Rebuild21 in 2011 and 2012. If interested you can watch Richard Kelly’s Rebuild21 talk on Banks of the Future. If interested in how IDEO works here is a video that might give you an impression.


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