Keynotes, Conference Speaking Presentations by Carol Buehrens

Digital Customer Experience Strategies Summit, Europe, London, UK

Presentation: Drive Touch-point Innovations to Engage Your Customers and Ensure Brand Consistency

July 1 2016, Many companies deliver content using a combination of digital media to drive their brand awareness. Blur the lines between your company’s digital touch-points to grow revenue, reduce costs and improve CX. Carol Buehrens will help you discover innovative tips to:

• Improve end-to-end customer interactions.
• Prioritize areas for digital CX improvement.
• Improve employee engagement with new products.

Learn more and register at: digitalcustomerexp.co.uk

Chartered Property Casualty Underwriter All Industry Day Event, San Diego, CA

Keynote: Customer Experience – Your Strategy for Success

October 21 2015, Insurance companies that skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer engagement, reduced churn, increased revenue, and greater employee satisfaction. Yet, only about 8% of companies truly deliver a superior customer experience. To be effective, customer experience should be baked into your overall business strategy.

• Customer experience is a strategy, not an initiative, and must come from the top..
• Six critical goals that are essential ingredients for your strategic plan.
• Empowering your goals, taking action, and rising to the top

Learn more and register at: sandiego.cpcusociety.org

Digital Customer Experience Strategies Summit, Chicago, IL

Presentation: Customer Experience Journey Mapping, Your Road To Success

September 22-24 2015, Customer experience expert and advocate for everything customer, Carol will take you through 6 hands-on exercises that help you create cross-channel experiences that WOW your customers. In this interactive workshop, discover how the R.A.V.I.N.G. process arms your organization with the right tools to blow away your competitors and differentiate your business.

• Create CX stories and personas that touch the heart of your employees.
• Dive deep into cross-channel, critical touchpoint and work together to innovate.
• Learn ROI techniques to get the buy-in you need to succeed.

Learn more and register at: digitalcustomerexp.com

12th Annual Contact Centers Customer Experience Summit, Bogota, Colombia, SA

Keynote: Customer Experience, Shaping the Future of Your Business

April 21-23 2015, By special invitation to this international conference, Carol Buehrens will present how companies employing customer experience strategies can reap enormous rewards. As a key front-line offering and the quintessential “listening post” for most companies, the contact center holds the critical ingredient for this strategy – the voice of the customer. For your brand to emerge victorious in the age of the social, vocal, empowered “NOW” customer, you need to go above and beyond your mission of simply providing quality customer service, to providing seamless experiences that exceed your customers’ expectations. Experiential exercise includes 6 Essential Goals for Customer Experience.

• Understand the multi-channel experience for your Omni customer.
• View services from the outside in, through journey mapping.
• Turn Voice of the Customer insights into action.
• Serve unified, branded customer experiences for the utmost competitive advantage.
• Learn strategic goals to elevate your brand promise.

Learn more and register at: acdecc.org

Customer Experience Event, New Orleans, LA

Workshop presentation: Customer Experience Journey Mapping, Your Road To Success

December 7-9 2015, Helping your employees empathize with customers can be one of the greatest challenges in developing a customer-centric organization. Breaking down silos can be just as tasking and sometimes seem insurmountable. Customer experience expert and advocate for everything customer, Carol Buehrens takes you through 6 hands-on exercises that help you create cross-channel experiences that WOW your customers. In this interactive workshop, discover how the R.A.V.I.N.G. process arms your organization with the right tools to blow away your competitors and differentiate your business.

• Create CX stories and personas that touch the heart of your employees.
• Dive deep into cross-channel, critical touchpoint and work together to innovate.
• Learn ROI techniques to get the buy-in you need to succeed.

Learn more and register at: cximpact.com

Marketing & Operations Technology Summit

Keynote: Journey Mapping for Customer Lifetime Value

October 22-24 2014, Integrated Marketing Operations throughout the customer lifecycle is a hot trend with huge monetary rewards. The Forrester 2014 Customer Experience Index Survey found that 86% of buyers will pay for a better experience, and yet only 1% of vendors are meeting these expectations. CMO Council’s State of Marketing 2014 report found that reducing defecting customers by just 5% can increase profitability from 25% to 125%. Join Carol Buehrens as she takes you through the lifetime value concepts and how journey mapping provides you with the cross-silo insights needed to sustain business growth by protecting your image, fostering brand value, and influencing customer interactions, services, and processes at a strategic level.

• Marketing Ops can play the leading role in ensuring customer lifetime value.
• 7 phases of the new customer experience continuum, essential to earning brand advocates and to breaking the barrier of Marketing’s traditional acquisition role.
• Which method is “right-sized” for Marketing Operations.
• This strategic tool helps you bring your organization together, across channels, to deliver a unified brand message and added value.

Learn more and register at: marketingopstechsummit.com

Orange County Product Managers, Irvine, CA

Workshop: CX Journey Maps for Customer Lifetime Value

June 11 2014, Carol Buehrens, Customer Experience Strategist for ICW Group Insurance, CXPA Expert and author of Happy R.A.V.I.N.G. Customers!, guides you through the steps involved in creating Journey Maps. Identified high-level maps, use personas, create touch-points, assemble an entire journey and work together to innovate. You’ll walk away with the skills and toolkit needed to implement the art of Journey Mapping in your own workplace.

Journey Maps are essential tools that help you strategically plan and innovate the multi-channel experiences customers have with your organization. They provide your team with a high-impact, visual understanding of your customers’ goals and interaction paths. Whether you’re a product manager, a marketing professional, or other experience influencer, Journey Mapping provides you the valuable insight you need to raise the bar and transform your customer’s experiences. Fair warning – this isn’t your ordinary, lecture-driven presentation! This is a fast-paced mapping extravaganza.

Learn more and register at: ocpm.weebly.com

Next Generation Customer Experience Conference, San Diego, CA

Workshop: Customer Experience Journey Mapping, Your Road To Success

March 18-20 2014, Journey maps aren’t just the latest buzz; they’re proven, strategic tools that help you innovate and create awesome customer experiences. Join Carol Buehrens, Customer Experience Strategist and expert, for this jam-packed workshop, filled with real case examples and hands-on exercises.

• Journey maps are critical tools to help fulfill your brand promise.
• Benefits to your organization and your CX strategy.
• Demonstrate an ROI and get the buy-in you need.
• Create your own journey maps.
• Participants are provided a full-color Journey Map Toolkit.

Learn more and register at: nextgencx.wbresearch.com

Orange County User Experience Association, Fullerton, CA

Workshop: CX Journey Maps, The Path to Excellent Customer Experiences

Jan 14 2014, Customers have experiences with your company, but do you know who they are? That’s where Carol Buehrens, an expert on customer journey mapping comes in. Customers are experiencing your people, processes, systems, voice, messages, and brand. They have many interactions with various departments in your organization, but your departments and your experiences are silo’d. How do you overcome that?

Journey maps help you capture your customer’s experiences from a strategic viewpoint across multiple channels. They help you identify touchpoints and opportunities for improvement. Most importantly, they allow you to map your customers’ emotions and reactions. “Emotions are the foundations for experiences.”

Learn more and register at: meetup.com/Orange-County-User-Experience/events/152283052/

Customer Experience Professional Association

Keynote: CX Journey Maps, Pathway to Exceptional Customer Experiences

May 14 – 15 2013, Join Carol Buehrens, Chief Architect Customer Experience, as she asks the question – Customers are having experiences with your organization right now, do you know what they are? Customer Journey Maps offer you strategic insight and provide a valuable outside-in perspective. Learn to use Journey Maps to identify your customer’s pain points, gaps and disconnects in service, emotional responses, and brand impact using the provided CX Toolkit.

Learn more and register at: cxpa.org