LRA Worldwide Participates in Study on Customer Experience Design for Service
Summary
“Our approach is to eliminate that element of ‘faith’ and directly link cX enhancements to specific business outcomes.” The session in Washington, DC was the second of five planned meetings for the study, each of which is followed by a debriefing webinar and confidential research paper.Participating companies were chosen for the study based on their innovative approaches to customer experience design and modeling in the workplace, and donated their time in exchange for access to the proprietary findings.LRA’s CEM practice areas include Customer Experience Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.LRA’s CEO, Rob Rush, and Senior Vice President of Research, Rob Kaplan-Sherman, were featured speakers on the agenda, presenting a topic entitled “The End of cX as a Faith-Based Initiative.” Rush and Kaplan-Sherman’s presentation focused on how certain types of quantitative research designs can predict and measure the value of changes in the customer experience.“For customer experience design to become a mainstream business practice, it is vitally important that it can be definitively linked to tangible financial returns,” explained Tim Ogilvie, CEO of Peer Insight, a Washington, DC-based research and consulting firm focused on service innovation and customer experience design.“Our approach is to eliminate that element of ‘faith’ and directly link cX enhancements to specific business outcomes.”The session in Washington, DC was the second of five planned meetings for the study, each of which is followed by a debriefing webinar and confidential research paper.