MarkkinointiKollektiivin Aamukahviseura
MarkkinointiKollektiivin Aamukahviseura 20.8.2024: Markkinoija, tässä sinulle viitekehys asiakaskokemuksen muotoiluun
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Markkinoija, tässä sinulle viitekehys asiakaskokemuksen muotoiluun
Vieraana Sirpa Toljander (Dagmar)
Tiedätkö, miten palvelumuotoilua voi hyödyntää strategisessa markkinoinnissa ja liiketoiminnan kehittämisessä? Miten johtaa brändin mukaista asiakaskokemusta systemaattisesti ja johdonmukaisesti läpi asiakaspolun?
Tässä Aamukahviseurassa Sirpa Toljander esittelee Dagmarin asiakaskokemuksen muotoilun viitekehyksen sekä työkaluja, joiden avulla koko organisaation asiakaskokemuksen voi nostaa uudelle tasolle. Kattavan viitekehyksen luomisessa on ollut mukana tutkijoita, strategisen markkinoinnin ja liiketoiminnan ammattilaisia sekä palvelumuotoilun ja kohtaamissuunnittelun osaajia, eli asiaa on katsottu taatusti monelta kantilta.
Tämä Aamukahviseura-lähetys antaa näkökulmia jokaiselle asiakaskokemuksesta kiinnostuneelle ja sitä työkseen tekevälle. Dagmarin asiakaskokemuksen viitekehys huomioi asiakasymmärryksen lisäksi yrityksen sisäiset prosessit, teknologiakyvykkyydet, työntekijäkokemuksen sekä liiketoiminnan kehittämisen näkökulman. Viitekehys on nivonut aiheen ympäriltä yhteen valtavasti teoriaa, jolle on haettu monien ammattilaisten osaamiseen nojaten parhaiten arkeen sovellettavia käytäntöjä.
Puolituntisen aikana käsittelemme ainakin seuraavia asioita:
📍Asiakaskokemuksen ja -odotusten johtaminen – onko se mahdollista?
📍Millaisia haasteita organisaatioissa on asiakaskokemuksen johtamisessa?
📍Miten kehittää asiakaskokemusta systemaattisesti ja johdonmukaisesti?
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