At the conclusion of this class, participants will be able to:

• Understand the importance of Customer Experience and its impact on venue business
• Define Customer Service versus Customer Experience (CX)
• Recognize the role of your staff and culture in building the Customer Experience
• Implement Customer Journey Mapping and Event Life Cycle touchpoints
• Emphasize need for Providing an Experience for Underserved Communities
• Gain awareness ROX vs ROI
• Discuss the latest Trends and approaches to develop a solid CX strategy.

For Course Documents – click on the Exercise Files link to view or download.