HighPoint CX Webinars
August 9, 2017 at 1 p.m. – Six Principles of a Great Employee Experience
Creating great citizen experiences (CX) hinges on a positive employee experience (EX). When employees feel valued and engaged, it leads to quality service delivery of mission objectives. The connection between the two experiences should not be ignored. In fact, it must be considered a cornerstone of your CX strategy. This involves moving away from traditional human resources and embracing and implementing new processes. In this webinar, we will explore six principles that should form the foundation of your agency’s EX strategy. We will share some tools to integrate both EX and CX as well as some unique processes to implement into your employee experience strategy.
This webinar will be facilitated by John Loughlin.
September 14, 2017 at 1 p.m. – Design Thinking: The Engine of CX
Designing superior citizen experiences requires us to change from the way we have been doing business. It requires a new way of thinking, new tools and perspectives that enable us to stand in the shoes of the citizen and look at our organizational processes from the outside-in. Tools such as personas and maps, processes such as gamestorming and experimental prototyping, and new organizational dynamics such as radical participation become the staples of agencies that are focused on the citizen experience. This webinar will provide an overview of these tools and processes that are central to creating an agency that does design thinking. It will provide descriptions and simple step-by-step instructions on how these processes are carried out to help you strategically approach your effort and talk “design thinking.”
This webinar will be facilitated by Dr. Josh Plaskoff.