Connecting the dots - and dollars - between the customer and employee experience
with Megan Burns
Wednesday, May 8TH, 2019
Eastern Bank Headquarters, 2nd Floor
265 Franklin Street
Boston, MA 02110
6:00pm – 8:30pm
We are very excited to announce that our May learning event will be a partnership between two professional organizations: ATD Greater Boston and CXPA Boston (Customer Experience Professional Association).
Both ATD and CXPA Boston focus on the most critical aspects of the human side of business--hiring and training the right people, building a culture of empathy and trust, and ultimately delivering customer experiences that together shape the overall success of a business. Customer and employee experience transformation expert, Megan Burns, will lead us through an in-depth discussion on how the focus on employee experience, along with learning and development practices, ultimately drive the customer experiences that help organizations succeed.
Research has shown that organizations with a great customer experience (CX) grow 4 –7 times faster than those with a not-so-great CX, but it’s hard to “wow” people all the time. Employees need to be in top form to meet this challenge. In addition, the employee experience (EX) you deliver shapes your ability to attract the best people and empower them to deliver their best work. By attending this session, you will walk away knowing:
- What makes a great employee experience (EX) and how to best measure it’s impact
- How learning & development shape the work experience, both daily and in the long term
- How much EX improvements can boost internal metrics such as engagement and productivity
- Why improving EX, even for inward facing roles, can create happier and more satisfied customers
We hope to see you on May 8th. Register Now!
Directions: The closest parking available for attendees is at the Post Office Square garage. The closest T stations include State Street (orange and blue lines) and South station (red line, buses, commuter rail services). As always dinner will be provided. We hope to see you in May!
About the presenter:
Megan Burns is an expert on customer-centricity and customer experience management. She helps companies thrive by restoring empathy, trust, and humanity to the way they interact with customers and employees, even as more interactions take place in arms-length digital channels.
For two decades, Megan has had an inside view of what the world’s most beloved companies do to earn loyalty from the people they serve. While at Forrester Research, her groundbreaking work shaped the field of experience management into a multi-billion dollar industry and set the stage for transformation at Fortune 500 firms across the globe. Megan published more than seventy-five reports on topics like the business value of better experiences and what leaders need to do to drive culture change so customer-centricity can become their organization’s new normal. She’s been quoted in the Wall Street Journal, interviewed by NBC News, and tapped by more than half of the Fortune 50 to serve as their guide on the path to customer-driven growth.
Megan works with leaders to transform culture and operations through speaking, workshops, facilitation, and executive coaching. She creates ah-ha moments that make employees think differently about themselves and their role in exceeding today’s higher customer expectations. Pledging to “be more customer-centric,” though, is like saying you’ll “eat healthy and exercise.” Even when you know you should, the pace of life today makes it hard to stay consistent. That’s why Megan works with organizations to find small, practical, sustainable changes that will compound over time to get teams where they need and want to go.
More information: https://experienceenterprises.com/team
New and Prospective Member Orientation!
We are excited to announce the launch of a new and prospective member on-boarding session 15 minutes before each learning event. The session will include information about our chapter, local and national membership options, and an opportunity to meet members of the board. This is a great time to ask questions and get the inside scoop on all things related to the Greater Boston Chapter! Click to RSVP
Website Photo/Video Release Authorization
In consideration of my position as an attendee/member of the Association for Talent Development Greater Boston (ATD GB), I agree with ATD GB’s unrestricted right/permission to take, use, re-use, publish and re-publish photographic, video/audio content including, in whole or in part, all media now and hereafter known for illustration, promotion, training, exhibition, advertising in connection with ATD GB and its initiatives. I expect ATD GB to use the content professionally, but waive any right to inspect or approve the finished product/products, advertising copy or other matter that may be used in connection therewith or the use to which it may be applied. I hereby certify that I am fully competent and of full legal age and have the right to execute this release with ATD GB.
A full refund will be issued if the cancellation request is made on or before fourteen calendar days before the scheduled event.