Ables is presenting the session, “Designing CRM Processes for Sales, Customer Service and Marketing,” on April 30. He will describe why processes are critical for CRM success, but how few organizations understand the unique characteristics of customer-centric processes. In this session, Ables elaborates on how to transform customer journeys into a framework that can be applied to any people-centric process. Participants will receive a copy of C5 Insight’s “CRM Process Design Workbook” to use during the session and to take back to the office.
Desso-Cox is leading the workshop, “Creating Customer Personas & Journey Maps,” on May 1. In this session she describes the need to know customers well enough to be able to design a process that delights them at every step of the process. Participants will learn how to understand customer personas and create journey maps to drive more effective customer service. Topics include listening to customers so they can describe what their journey looks like; identification of what customer personas look like and how they will affect process and technology decisions; discovering the starting point for persona definitions and how to strategically expand from there; definition of journey maps as the foundation of customer experience management processes.
Ables is the author of “The LUCK Principle: Business Results at the Intersection of People & Profit.” In the book he teaches how to harness the power of people, process, and technology to transform a business into a digital workplace that balances a people-first culture with bottom-line results. The book is available in both paperback and Kindle versions on Amazon at https://www.Amazon.com/dp/B01N0QW5H4. Ables, C5 Insight Managing Partner, is a best selling author, speaker and entrepreneur. He has over 20 years of consulting experience on topics including the future of work, digital disruption, customer relationship management, social collaboration and big data. Widely regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in dozens of global venues.
Desso-Cox is the Managing Director of C5 Insight. She has over 20 years of experience in customer engagement and user training delivery on several platforms and processes, as well as 10 years of business-critical operations management for global enterprise, master data management, business process design and business analyst/project management work. Her credentials include a Masters in Management, Bachelors of Science in Business Management, a Six Sigma Green Belt and the Microsoft Sure Step Project Management Certification.
C5 Insight was founded in 2002 and is a leader in delivering customer engagement and employee collaboration projects. The company has consulted with hundreds of companies around the world in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies. For more information about C5 Insight, visit https://www.C5Insight.com.