Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

1. The Employee Factor –
Perfecting Your CX From Within
Dennis Snow
Julie Lawson
With:
Moderated by:
TO USE YOUR COMPUTER'S AUDIO:
When the webinar begins, you will be connected to audio using
your computer's microphone and speakers (VoIP). A headset is
recommended.
Webinar will begin:
11:00 am, PDT
TO USE YOUR TELEPHONE:
If you prefer to use your phone, you must select "Use Telephone"
after joining the webinar and call in using the numbers below.
United States: +1 (213) 929-4212"
Access Code: 374-448-981"
Audio PIN: Shown after joining the webinar
--OR--

2. 2Humanize Your Brand
Since 2007, they’ve been the industry leader in building community and engagement
solu:ons. Their robust Engagement Pla?orm delivers powerful online communi:es and
communica:ons soCware designed to engage your users across every stage of their
journey. Community is not just a feature. It’s more than just a forum or support portal. A
community is about crea:ng a centralized des:na:on that customers want to return to
again and again, crea:ng las:ng connec:ons with and among you and your customers.

3. 3Humanize Your Brand
Click on the Questions panel to
interact with the presenters
https://www.customerexperienceupdate.com/frs/13785855/the-employee-factor---
perfecting-your-cx-from-within

4. 4Humanize Your Brand
Dennis Snow
Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he
developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does
today. He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis
managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-
driven organization. Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s
largest companies including ExxonMobil, AT&T, and Coca ColaHe also spent several years with the Disney University,
teaching corporate philosophy and business practices to cast members and the leadership team. Today, Dennis is a full-time
speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development
and leadership. Some of his clients include American Express, Johns Hopkins Medicine, and Gillette.
About Julie Lawson
Julie Lawson majored in English at Boston University. She worked at the college radio station, WTBU, where she
developed a passion for producing shows with good music and good stories. She started her career at a small publishing
house in Los Angeles and went on to become Webinar Coordinator at Aggregage, where she produces webinars and
facilitates BTS webinar functions. In her spare time, she enjoys going to the beach, camping and reading great books.

5. 5Humanize Your Brand

6. 6Humanize Your Brand

7. 7Humanize Your Brand
Look At Everything
Through the Lens of
the Customer
1

8. 8Humanize Your Brand
The customer… The customer… The customer…
The customer…
The customer…
The customer…
The customer… The customer…
The customer…
Service
Mapping

9. 9Humanize Your Brand

10. Service Mapping
Ride bus
to hotel
Enter
lobby
Ride
elevator
Ride
elevator
Walk to
room
Enter
room

11. 11Humanize Your Brand
Pay Attention to
the Details:
Everything Speaks
2

13. 13Humanize Your Brand

14. 14Humanize Your Brand
“Attitudinal”
Everything Speaks

15. 15Humanize Your Brand

16. 16Humanize Your Brand
Create
Moments of Wow
3

17. 17Humanize Your Brand
Customer Expecta6ons
Advice
Partnership
Availability
Accuracy
Source: Gallup

18. 18Humanize Your Brand
Lens of the
Customer
Moments of
Wow
Everything
Speaks
1 2 3

19. 19Humanize Your Brand
Q&A
Julie Lawson
With:
Moderated by:
Founder, Snow & Associates
Linkedin page: /in/dennissnow
Twi.er ID: @DennisSnow
Website: snowassociates.com
Dennis Snow
Webinar Coordinator, Aggregage
Linkedin page: /in/ /in/julie-lawson-25a027154//
Email: Julie.lawson@aggregage.com
https://www.customerexperienceupdate.com/frs/13785855/the-employee-factor---perfecting-your-cx-from-
within

20. 20Humanize Your Brand
Customer Loyalty

21. 21Humanize Your Brand

22. The Employee Factor –
Perfecting Your CX From Within
Dennis Snow
Julie Lawson
With:
Moderated by:
TO USE YOUR COMPUTER'S AUDIO:
When the webinar begins, you will be connected to audio using
your computer's microphone and speakers (VoIP). A headset is
recommended.
Webinar will begin:
11:00 am, PDT
TO USE YOUR TELEPHONE:
If you prefer to use your phone, you must select "Use Telephone"
after joining the webinar and call in using the numbers below.
United States: +1 (213) 929-4212"
Access Code: 374-448-981"
Audio PIN: Shown after joining the webinar
--OR--