CX Reality: Learn, Experience, Transform
One Day Hands-On Workshop

Get out of your office and immerse yourself in a highly interactive day in Boston. Learn leading-edge approaches to customer experience (CX) management by experiencing real-world venues and applying frameworks that you can use to transform your organization.

This workshop, which will be lead by customer experience visionary Bruce Temkin, is ideal for executives as well as individual contributors who are responsible for improving CX and are looking for a more practical, disciplined approach to use within their organization.

• Building customer-centricity. Learn key principles of CX and understand the organizational competencies for sustaining great performance.
• Small group experiential exercise. Small groups will be given goals to achieve at nearby retail locations. They will develop a stronger appreciation for CX competencies by applying a framework for evaluating those experiences. Groups will present their findings.
• Reinforcing great experiences. Interactive discussion on how to apply what the group learned to build and sustain great CX in different environments.

Who should attend?

This workshop is ideal for executives as well as individual contributors who are responsible for improving customer experience and are looking for a more practical, disciplined approach to use within their organization.

Why should you attend?

• Understanding of customer experience best practices
• Access to Temkin Group tools and methodologies
• Networking with other customer experience professionals
• A fun time in Boston in the Fall

What will you learn?

• Understand how to create sustainable CX improvements in your organization
• Gauge your CX maturity using Temkin Group’s CX Competency & Maturity Model
• Systematically evaluate experiences using Temkin Group’s SLICE-B methodology
• Develop feedback, metrics and measurements that reinforce CX goals and objectives
• Build a stronger perspective for leading customer experience transformation 

Fees: $1,195

The workshop fee includes all materials, breakfast, lunch, and dinner. Attendees are responsible for all of their travel costs and arrangements.

Register soon -- space is limited!

Download brochure with agenda (.pdf).

Cancellation Policy

We understand that plans change, so we want to give you as much flexibility as possible. But we also want to make sure that we are prepared for the right number of attendees. So we've developed this cancellation policy:

• Cancellations by September 14th will get all of their money refunded except for a $100 handling fee.
• Cancellation between September 15th and October 1st will get $750 refunded.
• Cancellations after October 1st will not be refunded.
• Attendees can designate another person to attend in their place at any time.
• All notifications should be sent to workshops@temkingroup.com

Hotel Reservations

We have not blocked any rooms for this event, so you will need to make you own hotel reservations if you plan to stay in Boston. There are many hotels within walking distance of the workshop, including: Charlesmark Hotel, Colonnade Hotel, Copley Square Hotel, Courtyard By Marriot Copley, Elliot Hotel, Fairmont Copley Plaza, Hilton Boston Back Bay, Hotel 140, Mandarin Oriental Boston, Marriott Boston Copley, Midtown Hotel, Royalton Suites, Sheraton Boston Hotel, and Weston Copley Plaza.

About Temkin Group

Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customercentric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help leaders accelerate their results.

Bruce Temkin, Managing Partner of Temkin Group, is widely recognized as a customer experience thought leader. He is the author of the popular blog, Customer Experience Matters. Prior to forming Temkin Group, Bruce was a VP at Forrester Research for 12 years where he led many of the frim's research and advoisory areas including B2B, financial services, and customer experience. He was the most-read analyst at Forrester for 13 consecutive quarters. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining approach. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.