We’ve all experienced the roller coaster of inconsistency regarding customer experience within our organizations. One day: a rabid fan is singing our praises. The next day? Someone else is tweeting about what a nightmare we are to deal with. However, if we dig a little deeper, we find pockets where the customer experience is consistently being delivered in an exceptional way. What’s their secret? And more importantly, how do we take that secret and scale it so that our entire organization looks more like our best performers?

In this session, leading author Chip Heath, along with bright spots experts from Root Inc., will outline how to take those drivers of exceptional customer experiences and convert them into the habits, practices and behaviors of the managers who are charged with overseeing and creating that experience and ultimately change the way the entire enterprise operates.

Attendees will walk away with an understanding of how to operationalize a different customer experience by gaining:
• Knowledge on the power of bright spots in creating meaningful change
• Lessons learned from managers who are creating extraordinary customer experiences
• Information on how to scale these bright spots across the enterprise