Define Your Customer Experience Intent
- Identify the customer's wants and needs to design your approach towards enhanced customer experience and improved profits

Understand "Experience Disconnects" from the Customer Perspective
- Learn how poor experiences influence customer satisfaction and ways to avoid under-delivering on consumer expectations

Learn How to Engage Employees in Experience Creation and Delivery
- Enable employees to work towards creating memorable customer experiences

Utilize Key Metrics to Monitor and Measure Customer Experience
- Incorporate customer and employee performance metrics into your existing performance management system for improved results