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Martin Hill-Wilson Series 

From Great to Good in Omni Channel Service Design (Part of an optimised service strategy)

Channel choice is now considered essential by customers who expect to move between channels and devices at will: based on any number of factors such as the complexity of a service task or the situation they find themselves in. However few organisations know how to meet this strategic challenge or how to practically design the right customer experiences. This masterclass delivers a new practical approach to delivering low effort, multi-channel customer experiences. Design principles are based on how customers actually behave and what they expect as core service experiences. This requires us to understand channels in terms of their unique strengths and weaknesses and when each is best used. These insights allow us to move on from simply preferring one against another based on an arbitrary transactional cost. Underpinning all this is an overarching design goal of delivering service effectiveness.
Reasons To Attend
Summary Agenda
Learning Experiences
Who Should Attend
Directors or Heads of Customer Service, Customer Experience or Operations who recognise that their current ability to satisfy customer expectations for channel and device choice when engaging in service tasks lags behind emerging industry standards.  

Date & Venue
Wednesday 7th February 2018
St Pierre Marriott Hotel & Country Club
NP16 6YA

Cost: £495+VAT per person

Book now

Spaces at this masterclass are limited. To book a place kindly return the attached booking form to:

If you have any queries please email:

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