How do businesses "wow" their customers through exceptional experiences? Answers to that critical question will abound at the upcoming digital conference WOW Summit 2021. Hosted online between April 28th and July 28th, this on-demand conference connects CX thought leaders from around the globe - as well as having a regional focus on Brazil and broader South America.
Alec Dalton has been invited to present a virtual tutorial on service blueprinting, a technique that customer experience professionals can use to visualize the operational aspects of CX. Conference participants will be well-prepared to build blueprints for their own organizations, as Alec will survey use cases and diagramming technology, along with a piece-by-piece walkthrough of the blueprinting process. He'll speak as both a frequent user of the tool and as a published researcher on the topic: you can get a preview of the presentation via this past "Experience Experiments" blog post and in his article "Service Blueprinting: Shifting from a Storyboard to a Scorecard", published in the Journal of Foodservice Business Research in collaboration with Dr. Peter Szende.
Alec will be among 50 global CX leaders sharing their experience, techniques, and case studies. You can see the full speaker roster on the WOW Summit 2021 website, where you can also register for a virtual pass.