Creating Extraordinary Customer Experiences using Collaboration Frameworks
Creating extraordinary customer experiences is a fast-paced, learning-by-doing, experience-based course that teaches you how to use Conteneo’s in-person and online collaboration frameworks to understand customer needs, improve voice of the customer (VOC) programs, develop customer journey maps and user story maps, and energize Customer Advisory Boards (CABs). Focused exclusively on qualitative market research, the course emphasizes the unique benefits of Collaboration at ScaleSM and helps you identify which frameworks and which interaction techniques are best suited towards your goals.
We’ll start the course using 20/20 Vision to identify and prioritize your learning objectives. From there, we’ll organize into teams to review and experience a core set of online and in-person frameworks that are both scalable and adaptable to your needs. Along the way we’ll distinguish key roles (Producer, Facilitator, Helper, Observer and the infamous Bad Wedding Photographer). We’ll reserve a healthy portion of time for questions and answers and make sure that you can apply these insights to your needs.
What You Will Learn
You will learn how to use a variety of Innovation Games® collaboration frameworks with your customers to:
Discover and understand how qualitative insights build empathy and understanding.
Learn how to incorporate online collaboration frameworks to maintain more regular contact with customers and other stakeholders.
Incorporate employees and partners into your customer experience program,
Learn how to apply frameworks to gain insights into the customer journey,
Use frameworks to identify unmet needs.
Learn how to facilitate using collaboration frameworks in order to maximize participation and create insights, build empathy and drive action.
Learn how to select frameworks optimal for solving a variety of problems, use them with stakeholders and process the results effectively.
Why take this workshop?
- Learn about collaboration frameworks and how they improve outcomes
- Add tools to your design thinking took box
- Generate insights that help to gain top management buy-in
- Practice using collaboration frameworks that have broad applicability (collaboration frameworks experienced during this workshop apply to projects, products, processes and solutions.)
Who Should Attend
Anyone who wishes to understand how improve the Customer Research, Design Thinking, Scrum or Lean Startup process. Possible job titles include:
- Customer Advisory Board managers
- Product Owners / Managers / Directors
- Portfolio / Product Management Professionals
- Software Engineers / Developers / Architects
- Agile Coaches / Team Leads
- Strategy Facilitators