Customer Experience Mapping – Best Practice Approach to Inform Your Business Processes

This FREE webinar was recorded on:
Tuesday, June 04, 2013
11:00 AM - 12:00 PM EDT
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Drive strategic business process updates, improve customer satisfaction and increase customer loyalty

Many organizations want to go beyond the Voice of the Customer, but aren’t sure exactly what they can do apart from static survey and transaction data.  In this webinar, you’ll learn how to determine not just customer experience, but expectations. You can incorporate best practices into your approach to customer experience and drive a true view of the customer perspective that results in better business process improvement decisions.

Join this webinar to:

  • Find out why it is important to go beyond “Voice of the Customer” and truly understand the Customer Experience
  • Identify how Customer Experience work informs business processes and helps you avoid major missteps in your approach to process improvement
  • Look at ways that Customer Experience Mapping can drive better interactions that improve customer satisfaction and grow revenue


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  This webinar takes place at 11:00 AM EDT (New York) / 16:00 BST (London) / 17:00 CEST (Paris).
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If you miss the release time, don't worry - this webinar will also be made available on demand. 

Presenters:

Adam Golden
Co-founder and Principal
Major Oak Consulting

Adam Golden is a Co-Founder and Principal of Major Oak Consulting.  Adam has more than twenty years of leadership experience in line management, consulting and project management across a variety of areas including Operations, Finance, Payroll/Human Resources and IT strategy, outsourcing, business process redesign, shared services and change management. 

Adam started his career as an internal auditor at Dun & Bradstreet.  He later held the role of Reengineering Team Leader at Dun & Bradstreet, where he honed his process redesign and project management skills.  Adam’s team received CFO Magazine’s prestigious Reach Award for outstanding reengineering achievement for raising service levels while reducing costs more than 70% through finance and accounting process redesign at D&B’s Shared Transaction Services.   This role sparked a lifelong passion for process improvement.  


Conrad Ingram
Senior Management Consultant
Major Oak

Conrad Ingram is a Senior Management Consultant at Major Oak Consulting, specializing in process excellence, business improvement and change management. Conrad’s expertise lies in process reengineering through fact based and facilitation based approaches, working closely with front-line staff to perform current state assessments, build world class process maps, identify quick win opportunities and redesign practical “business owned” processes.

Before relocating to New York and joining Major Oak in 2011, Conrad worked for 4.5 years with boutique consulting firm Davitt Krantz & Associates in Melbourne, Australia, primarily on process redesign initiatives. Prior to consulting, Conrad worked for 3.5 years at world-class miner Rio Tinto as a Project Manager and in Business Improvement, culminating in the role of Business Improvement Coach at Argyle Diamonds. Conrad started his professional career 5 years earlier as an analyst at Elders Limited, a leader in Rural Services, Finance and Real Estate in the Australian agricultural sector.