Rethinking the Customer Experience: New York, NY

Convene at 32 Old Slip (Formerly Sentry Centers)
32 Old Slip, New York, NY 10005
1/1/0001 12:00 AM - 1/1/0001 12:00 AM
Register before 1/1/0001 12:00 AM for early registration fee



Listen to a sneak peek Rethinking the Customer Experience Podcast by instructor Chris Brown, CEO, MarketCulture Strategies, Inc.

Download the Rethinking the Customer Experience Brochure >>

Customer experience is becoming more than just a topic of discussion in the marketing department. Innovative firms are launching customer experience departments to create guidelines and drive real change across the organization, from marketing, sales and customer service, to product development, the leadership team and beyond. How can your organization ensure a business-building customer experience?

Marketers know that a strong customer-centric organization that drives superior customer experience is the new competitive advantage that can supercharge performance.

This program explores how rethinking customer experience in the context of strong customer centricity offers a proven path to customer satisfaction, retention, advocacy and sustained sales growth. It examines the customer experience process and how marketing can strengthen its own customer culture and influence that of other organizational functions. It provides a road map for you to get there. You will gain the tools and skills necessary to lead your team along the business building customer experience path, measure your progress and increase your team’s marketing performance.

Through presentations, interactive case examples, and team project work, you will learn how to map the customer experience touch points and align your team to attain stronger customer centricity. Case studies from a variety of industries feature real-world examples of the experiences of other businesses and marketing teams that have taken the customer experience path. Designed for all customer-facing people including marketers and customer experience professionals, this program provides you with the necessary tools and frameworks, and a road map to ignite customer-centric change throughout your team.

 
Rethinking the Customer Experience Learning Objectives

Learn how customer centricity creates superior customer experience
  • Understand the customer centricity-customer experience-business
      performance relationship
  • Analyze the 7 cultural traits of a customer-centric organization 
  • Learn why the entire organization must realign and strengthen these traits to positively impact customer experience
  • Map the complete customer experience process
  • Learn of the impacts of strong or weak customer-centric traits on customer experience and resulting customer satisfaction, profitability, sales growth, innovation and new product success
 
Learn how to measure and evaluate your customer centricity and customer experience
  • Use the Market Responsiveness Index (MRI) to measure how your team compares on the 7 traits of customer centricity against a global database of companies
  • Assess your own customer experience map
  • Identify your strengths and weaknesses in customer experience
  • Assess your business’ strengths and weaknesses and their implications for your customer experience strategy
  • Analyze the risks to the business in relation to potential erosion of customers, sales, profit margins and profitability
 
Learn how to build a customer experience culture that creates superior customer experience
 
  • Develop a road map for strengthening customer experience culture
  • Assess the use of different customer experience tools and techniques
  • Identify tools for making customer experience culture stick
  • Assess the effectiveness of key metrics and milestones to use to quantify and measure your success
  • Develop a customer experience business case
  • Apply tools and templates to measure the potential impact on profit, sales, ROI, customer satisfaction and new product success
  • Use customized templates to develop personal action plans
 
Who Should Attend Rethinking the Customer Experience 
 

This program is designed for all customer-facing people including marketing leaders, customer experience managers, marketing specialists, product managers, customer service managers and sales managers.

 
Rethinking the Customer Experience – Cancellation Policy

All Training Intensive cancellations and requests for refunds must be submitted to the AMA via email at cchun@ama.org. Cancellations received four weeks prior to the event start date will receive a refund minus a $150 early cancellation fee. Cancellations received after that date will receive a refund minus a $300 late cancellation fee. 

Registrants wishing to cancel may send someone to take their place without penalty if they send a written request with the replacement person’s name to info@ama.org at least two weeks prior to the event start date. No refunds will be given after September 17, 2013. 

A conference registration may not be shared by two or more individuals. Space is limited and on-site registration cannot be guaranteed. Separate cancellation policies may exist for pre-conference programs, tutorials, and other associated events. Hotel and transportation reservation cancellations must be handled by the individual registrant directly with the hotel, airline and/or other company.


About the Instructor
​​

Rethinking the Customer Experience - Schedule

Day 1

8.00 – 8.30 a.m. Registration and Continental Breakfast

8.30 a.m. – 5.00 p.m. Program (includes lunch, morning and afternoon breaks)

Course Overview

Introduction, objectives and overview

How does customer centricity create superior customer experience?

• What’s best for the customer is best for the business: the culture – customer experience - performance relationship

• The 7 disciplines of the customer centric organization

• How each discipline drives customer experience

• Mapping customer experience: static, human and digital touch points

• Aligning customer experience culture with different strategies and business outcomes

• Building the business case for customer experience

What is your current level of customer centricity and customer experience?

• What your group looks like on the customer centricity MRI scan

• Compare your MRI scan results with your workshop colleagues

• Map your own customer experience profile

• Assess your business unit’s or team’s strengths and weaknesses and their implications for your current customer experience strategy 

• Analyze the risks to your business in relation to potential erosion of customers, sales, profit margins and profitability

• Evaluate important customer experience culture weaknesses in terms of typical behaviors

 
  

Day 2

8.00 – 8.30 a.m. Registration and Continental Breakfast

8.30 a.m. – 5.00 p.m. Program (includes lunch, morning and afternoon breaks)

What is the road map to strengthen customer culture and customer experience?

• The road map to strengthen customer experience, culture and processes

• Customer experience tools and techniques

• Making customer experience culture stick

• Identify gaps in your supporting systems and functions

• Identify landmarks and challenges inherent in implementation

• Assess the effectiveness of key metrics and milestones that companies use to quantify and measure their success

• Lessons from case studies of others that have done it

• Use the 4 stage customer experience culture model to identify your priorities and build your business case

• Apply tools and templates to measure the potential impact on profit, sales, ROI, customer satisfaction and new product success

• Use customized templates to develop personal action plans


Registration is not available at this time.
​Conference Center Location
Convene at 32 Old Slip
(Formerly Sentry Centers)
32 Old Slip
New York, NY 10005
Phone: 1 888.730.7307

Convene at 32 Old Slip is a new kind of meeting venue unlike anything that has come before it. Located in a former Goldman Sachs training center in the heart of the financial district, this brand new facility will be purpose-built for the unique needs of leading organizations in downtown Manhattan and those who do business with them.

Recommended Hotels in the Area
Andaz Wall Street
75 Wall Street
New York, NY 10005
Phone: 1 212.590.1234

W New York - Downtown
123 Washington Street
New York, NY 10006
Phone: 1 646.826.8600

Millenium Hilton
55 Church Street
New York, NY 10007
Phone: 1 212.693.2001

The Ritz-Carlton New York, Battery Park
Two West Street
New York, NY 10004
Phone: 1 212.344.0800

Gild hall – A Thompson Hotel
15 Gold Street
New York, NY10038
Phone: 1 212.232.7700

New York Marriott Downtown
85 West Street at Albany Street
New York, NY 10006
Phone: 1 212.385.4900

Area Attractions & Events

Please visit NYC & Company for additional city information.

Conference Attire 
Conference attire is business casual. Meeting rooms tend to be cool so you may wish to bring a sweater or jacket.

ADA
The AMA is committed to providing equal access to our meetings for all attendees. If you are an attendee with a disability and require program accommodations, please contact the AMA Meeting Services Department, and a member of our staff will ensure that appropriate access arrangements are made. If you have specific disability related needs for your hotel sleeping room, please be sure to communicate those directly to the hotel when you make your reservation. In an effort to provide the highest quality of service to all attendees, we require that details of all access requests be communicated to our office at least 14 days in advance of the beginning of the meeting.
​AMA's travel coordinator, Tower Travel Management, is available to assist with reservations.  Call 1 800.542.9700 within the U.S. and Canada.  Reservation lines are open Monday through Friday 8 a.m. - 6 p.m. CST or, you may contact them via email at association@towertravel.com.
 
Tower Travel will proactively research airfares on ALL airline carriers to ensure that the lowest available fares are offered to all attendees.  They are dedicated to providing superior customer service and hassle-free travel arrangements.  Please note that fees, restrictions and cancellation penalties will apply.
Alamo Rent-A-Car
Drive Happy with Alamo. Where American Marketing Association members save up to 20%. And, with self-serve check-in you can skip the counter, check-in at the kiosk and drive away. All you need is a valid driver's license, major credit card and an existing reservation. It's that easy. Reserve a car now or call Alamo Rent A Car at 1 800.462.5266. Be sure to request Contract ID AMA7745 at the time of reservation.

Enterprise Rent-A-Car
Great Cars. Low Rates. Free Pick-up.
When you’re ready to go, we make it easy with everyday low rates on great cars. With the largest fleet in North America and a wide variety of vehicles, Enterprise has you covered. Plus, we're always nearby at more than 6,000 neighborhood and airport locations. Reserve a car now.
Pick-up and drop-off service is subject to geographic and other restrictions.

National Car Rental
As an American Marketing Association member, you'll get up to 20% off rentals at National Car Rental.  And, with the Emerald Club® from National Car Rental, you can bypass the counter and choose your own car. Enroll now.
Reserve a car or call National Car Rental at 1 800.CAR.RENT® and reference Contract ID AMA7745 at the time of reservation.  Go National. Go Like a Pro.
Directions
From JFK
1. Head northeast
2. Take the ramp to Airport Exit
3. Merge onto JFK Access Rd
4. Continue onto Van Wyck Expy
5. Continue onto I-678 N
6. Take exit 12B for Interstate 495 W/Long Is Expwy toward Midtown Tun
7. Merge onto I-495 W
8. Take exit 17W toward Brooklyn
9. Merge onto I-278 W
10. Take exit 32A on the left toward Williamsburg Bridge
11. Merge onto Williamsburg Bridge
12. Continue onto Delancey St
13. Turn left onto Allen St
14. Keep left at the fork
15. Continue onto Pike St
16. Continue onto Pike Slip
17. Turn right onto South St
18. Turn right onto Old Slip
Destination will be on the right
  
From LaGuardia
1. Head west on Central Terminal Dr toward LaGuardia Rd  
2. Continue onto LaGuardia Rd  
3. Keep right at the fork  
4. Continue straight onto LaGuardia Access Road  
5. Take the ramp on the left onto Grand Central Pkwy  
6. Take exit 4 for Interstate 278 W/Brooklyn-Queens Expressway W toward Staten Island  
7. Merge onto Brooklyn Queens Expy E  
8. Continue onto I-278 W  
9. Take exit 32A on the left toward Williamsburg Bridge  
10. Merge onto Williamsburg Bridge  
11. Continue onto Delancey St  
12. Turn left onto Allen St  
13. Keep left at the fork  
14. Continue onto Pike St  
15. Continue onto Pike Slip  
16. Turn right onto South St  
17. Turn right onto Old Slip
Destination will be on the right 

From Newark Airport
1. Head northeast on Departures/Terminal B
Continue to follow Terminal B
2. Continue onto Express Rd
3. Keep left at the fork, follow signs for US 1 N/US 9 N/US-22
4. Follow signs for U.S. 1-9/New Jersey 21/U.S. 22/Interstate 78/Newark Downtown
5. Continue straight
6. Keep right at the fork, follow signs for U.S. 1/U.S. 9/Interstate 95/Interstate 78/Airport North Area/Airport South Area
7. Keep left at the fork to continue toward U.S. 1 Truck N/US-9 Truck N
8. Keep left at the fork to continue toward U.S. 1 Truck N/US-9 Truck N
9. Slight left onto U.S. 1 Truck N/US-9 Truck N
10. Merge onto U.S. 1 N/U.S. 9 N
11. Continue onto NJ-139 E
12. Merge onto I-78 E
Partial toll road
Entering New York
13. Take the exit on the left toward Varick St
14. Take exit 4 toward Downtown
15. Turn right onto Varick St
16. Continue onto W Broadway
17. Turn left onto Chambers St
18. Turn right onto Broadway
19. Turn left onto John St
20. Turn right onto South St
21. Turn right onto Old Slip
Destination will be on the right
 
Grand Central Station
1. Head southeast on E 42nd St toward Park Ave  
2. Continue onto FDR Drive  
3. Slight left onto the Franklin D. Roosevelt Drive ramp  
4. Merge onto FDR Drive  
5. Take exit 3 to merge onto South St toward Manhattan Br  
6. Turn right onto Old Slip
Destination will be on the right 
 
Shuttle Service
SuperShuttle provides airport transportation in the New York City area (JFK, LaGuardia, Newark).  Please contact SuperShuttle at 1 800 BLUE.VAN (1 800.258.3826).  Advance notice is appreciated for reservations.
Rates range from approximately $15.00 to $20.00 one-way (subject to change).  Click here for exact quotes. 

Taxicabs
NYC taxicabs are available at all New York airports.  Rates are approximately $40.00-$60.00 plus tolls and tip depending on the airport.
​There are no sponsorship opportunities for this event.
 

 Upcoming Training Events

 
 

 Professional Certification

 

Take advantage of the AMA's Professional Certified Marketer program and showcase your superior marketing knowledge.

 Learn More

 

 

 Corporate Training

 
  •   
    AMA’s Corporate Training provides customized, flexible training to meet your organization’s needs and budget. Training is dynamic and is designed around case studies and examples unique to your organization.​
    Learn More
    ​​​​​