Customer Experience Champions

Customer experience design training and lab. Participants map key journeys (onboarding, support, retention), define moments of truth, and design improvements with a measurable impact on NPS/CSAT. We demonstrate practical automation applications: ticket routing, self-service, chatbots/voicebots, and proactive notifications. We work with analytics and voice of the customer (VoC) data, and the team learns to prioritize the experience backlog based on revenue and cost impact. You'll take home screen sketches, message templates, an SLA calculator, and an A/B experiment plan.