Improving Outcomes & KPIs with a Journey Approach

Hank Brigman

Consultant

Speaker

Author

Coach

About Me, My Work And How I Can Help You

I am an experienced consultant working globally with select clients to help them compete and win in this journey economy. My journey approach is geared to achieve quantifiable improvements/transformations for customers, employees and the bottom line.

 

I develop custom customer experience (CX) strategies and/or plans.

 

I also speak and coach/mentor relating to improving performance and outcomes via customer experience management and a journey approach.

A Background That Prepared Me…

After playing golf professionally I managed what I believe the toughest customer experience business – fine private clubs. After paying an initiation fee, monthly dues, and for the club’s products/services, expectations of private club members are sky high.

 

It was in this demanding private club environment I first started to develop methodologies to make each and every customer journey easy and pleasant.

 

In 2002 I co-founded a CX research consultancy that I led through to private equity acquisition. I continued to evolve my methodologies as I found myself on the front edge of what would become a huge wave to use mapping to tactically improve customer experiences and organizational results.

Click here for more information about my background and approach.

Workshops

I offer three different workshops to produce needed and valuable output.

My Journey Approach 1st Step Workshop builds the foundational knowledge and structure for renaming service journeys and measuring their efficacy

Completing my Reduce Channel Shift Workshop provides a matrix that serves as your guide to channel/digital roadmaps and customer communications needed to avoid unnecessary and costly channel shift

My CX Strategy Workshop provides the answers to the critical questions needed for a compelling strategy.

Journey Approach

A variety of content exploring how to improve KPIs and outcomes via a journey approach

The concept of transformation has been center stage for businesses around the world for some time now.

 

In this podcast, I share how business leaders can overcome the transformation-blocking nature of silos to improve customer and employee experiences and the bottom line.

CMSWire Webinar: How to Create Exceptional Customer Experiences and Optimize Outcomes

A key to organizational success today is to resolve the conflict between silos and customer journeys that traverse through silos.

 

In this webinar you’ll learn:

 

    1. How to develop a channel strategy that actually works for customers, employees and the bottom line
    2. How to incorporate emerging technologies
    3. How to compete and win in the journey economy

Speaking

A variety of content exploring how to improve KPIs and outcomes via a journey approach

CMSWire Webinar: How to Create Exceptional Customer Experiences and Optimize Outcomes