Contact:

Bruce Temkin 
Temkin Group 
workshops@temkingroup.com 
(617)916-2075 

When

Tuesday April 25, 2017 at 8:00 AM 
to
Wednesday April 26, 2017 at 4:30 PM 

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Where

The Alexandrian (formerly Kimpton Hotel Monaco) 
480 King Street
Alexandria, VA 22314
 

 
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Driving Customer Experience Transformation
Two Day Hands-On Workshop

Registration Fees: $1,895 per attendee

The workshop fee includes all materials, breakfast for two days, lunch for two days, and dinner on the first night. Attendees are responsible for all of their travel costs and arrangements.

Get out of your office and immerse yourself in a highly interactive two days in beautiful Alexanria, VA. 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 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.
  • Sharing with your colleagues. To help attendees share key concepts that they learn with other members of their organization, we will hold a dedicated webinar for workshop attendees and their colleagues. 

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
  • Prepare for the Certified Customer Experience Professional (CCXP) exam
  • A fun time in Alexandria, VA

What will you learn? 

  • Become a CX change agent. Understand the key principles for driving customer experience improvements across organization.
  • Identify your organization’s CX strengths & weaknesses. Gauge your CX maturity using Temkin Group’s CX Competency & Maturity Model.
  • Evaluate experiences from the customer’s perspective. Systematically evaluate experiences using Temkin Group’s SLICE-B methodology.
  • Improve and design experiences. Learn how to apply concepts like Temkin Group’s People-Centered Experience Design and develop feedback, metrics and measurements that reinforce CX goals and objectives.
  • Prepare for CCXP certification. Learn a lot of the topics covered in the Certified Customer Experience Professional (CCXP) exam.
Download a draft of the agenda (.pdf)

Fees: $1,895

The workshop fee includes all materials, breakfast for two days, lunch for two days, and dinner on the first night. Attendees are responsible for all of their travel costs and arrangements.

Register soon -- space is limited!

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 four or more weeks before the start of the workshop will receive a full refund minus a $150 handling fee.
  • Cancellations between four and three weeks before the start of the workshop will receive a 50% refund.
  • Cancellations between three and two weeks before the start of the workshop will receive a 25% refund.
  • There are no refunds for cancellations less than two weeks before the start of the workshop.
  • Attendees can designate another person from their organization to attend in their place at any time.
  • All notifications should be sent to workshops@temkingroup.com.

Invoicing Versus Credit Card Payment

You can sign up on this site by using a credit card for payment. If you would like to pay via check or have Temkin Group invoice your company, then download and complete this form and either fax it to (617) 663-6124 or email it to workshops@temkingroup.com.

Hotel Reservations

Temkin Group has blocked a limited number of rooms at the The Alexandrian, Autograph Collection (Marriott). Please use this link to book those rooms: tinyurl.com/1704TGVA

Or you can call the hotel directly at 1-703-549-6080 and ask for the Temkin Group rate.

Here's how the hotel is described on its website:

The Alexandrian, named for city founders John and Philip Alexander and built on their family homestead, embodies the spirit of celebrated Old Town. Its King Street location close to the waterfront and minutes from Washington DC by Metro or ferry is unparalleled. Inside, its 241 rooms and suites include four dual-level loft suites and three specialty suites ranging from the 629 square-foot Eleanor Suite (a brides’ favorite) to the expansive 1,600 square-foot Majestic Suite that can accommodate 20 for a wow-inspiring get-together or up to four overnight. The indoor heated pool is trimmed in wrought iron lounge chairs and the damask reception area is lively in turquoise and burgundy hues. Top-tier weddings and meetings regularly grace the 9,000 square feet of event space. Four-legged family members are always welcome and treated like royalty. Brilliant blues, yellows and reds adorn tufted settees atop geometric-patterned rugs embracing a bold dual-personality in this one-of-a-kind Alexandria hotel.

About Temkin Group

Temkin Group is a leading customer experience (CX) research, consulting, and training firm. We help many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results. Rather than layering on cosmetic changes, we help companies embed practices within their culture and operating processes.