Program for the 2016 PDI

Tuesday, January 12th

2:15 PM

Session Title:
Elephants Don't Bite: Delivering Purposeful Customer Experiences
Zach Mercurio
Customer Service
Tuesday, January 12th 2016
Start Time:
2:15 PM
Session Length:
2 Hours
382 LSC
We create experiences within each moment of our lives and work; and the outcomes of even our smallest and seemingly insignificant actions and interactions have either positive or negative long-lasting consequences for our organizations and the people we serve. Zach takes a different approach to customer experience design by taking a purpose-driven, human-centered approach and uses research on interpersonal communication and experience design to empower participants to realize and unleash their potential to create positive, dynamic, and lasting experiences for their customers to ultimately produce tangible, measurable results.
Goals and Target Audience:
All staff/faculty who interact with constituencies on behalf of the University. Goals: 1. Participants will be able to identify specific personal behaviors that contribute to the creation of experiences for others on behalf of their organization. 2. Participants will be able to discuss strategies for creating positive experiences, both personally and organizationally. 3. Participants will be able to describe how they can use their organization's purpose to empower the creation of positive experiences at every level of the organization.