Thursday, April 23, 2015
Designing for the Customer Experience
Presented by
Sara Frederick
Customer Solutions Engineer,
Presbyterian Healthcare Services
Marriott Uptown Albuquerque Hotel
2010 Louisiana Blvd NE, at I-40
Check-in and Networking:
7:00 – 7:30am
Announcements and Presentation:
7:30 – 9:00am
Breakfast: coffee & assorted pastries
Sara Frederick will discuss “Designing for the Customer Experience”, a structured process that supports organizations of any size or industry in designing for and creating exceptional customer experiences using tools, templates and methods to:
•Create a visual map of what the current experience looks like for their customers
•Create a desired state experience map
•Develop and implement processes and behaviors that intentionally create exceptional experience for their customers.
Frederick refers to the quote from Maya Angelou: “I’ve learned that people will forget what you did but people will never forget how you made them feel.” Her program will give participants ideas and strategies to ensure that their customers have amazing stories of outstanding service to share.
Frederick, a Lean Six Sigma Green Belt in quality improvement, is a Customer Solutions Engineer for Presbyterian Healthcare Services and is a part of the Exceptional Experience Team.