Transforming Your Organization’s Culture: A Workshop on Customer Experience Strategy
The head of IBM’s Global Services famously said, “The last best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere.” This statement rings particularly true today and explains why customer experience has become a top priority for many organizations.
Customer expectations are now higher than ever, and switching suppliers has become easier than before in most markets. However, prioritizing customer experience improvement and actually making it a reality are two fundamentally different things.
What will it cover?
This workshop aims to teach you all you need to know in order to move from a grand vision to a new customer-centric culture within your organization. It will provide you with practical tools to create a customer experience strategy and apply it in the real world.
The workshop takes a big-picture approach, asking how you can fundamentally change your organization’s culture to become more customer-centric.
The workshop will be practical, interactive, upbeat, and, hopefully, fun. You will have ample time to discuss the challenges you face and the obstacles you are struggling to overcome.
Who is it for?
Who should attend Paul’s workshop on content strategy leadership? The workshop is aimed at senior or middle managers who are seeking to gain a deeper understanding of how an organization (or team) can become more customer-centric. If you’re looking to influence strategy at higher levels of your organization, this workshop will also be of interest to you.
What will you learn?
After attending this workshop you will be able to:
- Better articulate to others the importance of customer experience.
- Research and gain a real understanding into your customers and what they want.
- Ensure that the customer remains front and centre of decision making within your organisation.
- Create a practical and achievable customer experience strategy.
- Articulate the role of senior management in supporting your customer experience initiative.
- Implement policies and procedures to embed customer-centric thinking into the heart of your organisation.
Meet the speaker
Paul Boag is a seasoned expert in customer experience strategy, with a wealth of experience working with high-profile clients such as Puma, Doctors Without Borders, and the University of Oxford. He is the author of “The User Experience Revolution,” a comprehensive guide to building a customer centric culture in an organization.
In this workshop, Paul will share his extensive knowledge of best practices and proven strategies for delivering outstanding customer experiences that set your organization apart from the competition.
Schedule
Join Paul’s workshop on Customer Experience Strategy and learn how to:
- Communicate a compelling case for the importance of customer experience to colleagues and management
- Adopt best practices for better understanding your audience’s drivers and behavior.
- Create a customer experience strategy that provides a tangible and practical roadmap for improving your organization’s experience.
- Discover techniques to embed a customer-centric culture at every level of your organization and improve employee understanding of customer experience best practices.
Sign up now to gain practical skills and knowledge that will help you improve your organization’s customer experience strategy.
Get in touch if you are interested
If you’re interested in joining the next workshop or want me to host one for your organization, just reach out and I will be in touch.
About me
I’m a UX consultant and conversion optimization specialist with 32 years in digital. I help teams create user experiences that work; winning support, improving results, and making change stick.
Contact me
Email: paul@boagworld.com
UK Based – Clients in North America, Europe, Asia, Australia.
how I help
- UX Strategy – Spot what’s blocking a great experience and get a clear plan to fix it.
- Improving Conversion – Simple, evidence-based changes that make every click count.
- Coaching & Leadership – A sounding board to help you lead with clarity and confidence.
- Training & Workshops – Hands-on sessions, playbooks, and self-learning so your team keeps improving.
Actionable Insights
Paul has the ability to see what is hiding in plain sight. He validated ideas under consideration and provided new, actionable recommendations. The most valuable insight was illustrating how our issues were symptoms of an inefficient UX project team structure.
Genuinely brilliant
Paul is genuinely brilliant to work with. He’s funny, thoughtful, and really good at meeting you where you are. He matches my energy, communicates clearly, and always seems to know how to say the right thing. Working with him feels easy, constructive, and properly enjoyable.
Demonstrates his prowess
As we talk, a pronounced pattern in Boag’s patter becomes apparent: he enthuses about a topic, demonstrates his prowess and then knocks himself down with a swipe of self-deprecation.
Smart & Generous
Paul is one of the smartest, most passionate, most generous people I know in the web / online industry. He is truly committed to helping organizations become simpler and more customer-centric.
An inspiration
Paul is an inspiration, I only wish I’d worked with him earlier in my career. His ability to understand and break down problems and offer advice, drawing on his many years of experience is unrivalled. He genuinely wants to get the best out of you and your organisation and you can’t ask for more than that.
Invaluable
Medecins San Frontieres, being a decentralised international association, faces challenges in meeting the needs of a diverse global audience. Paul and the team at Headscape have been invaluable in helping us see the potential of digital for doing this. They have helped us recognize the changes needed to engage with our connected audiences, bringing clarity and innovation to our digital strategy.
Supportive and Challenging
It’s been a pleasure working with Paul. He manages to be both supportive and challenging at the same time and has a very accessible approach. It’s been a really inspiring process and I would love the opportunity to work with him again.
Entertainingly Informative
We can count on Paul to be entertainingly informative. When we bring him to speak at our workshops, people walk out of the session energized and with a better understanding of how a multichannel journey should be assessed and optimized. Thanks Paul!
Best investment
You’re the best investment I’ve made thus far in my business, and that includes a previous coach, paid mentors and many courses! Your expertise is absolutely invaluable. Thank you!
Moves the Needle
It’s not a question of whether I’d work with Paul again, but what we’re doing next. He takes the time to deeply understand your business and goals, then moves the needle across the growth levers that matter most.