HighPoint CX Webinars
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April 27, 2017 at 1 p.m. – Meeting the Needs of Today’s Digital Learner
Learning and access to knowledge is evolving. Thanks to Google and YouTube, today’s learners have immediate access to information to help quickly answer a question or fix a problem. In our digital world, learning is moving away from traditional classroom learning and reference materials. As a result, agencies need to keep up with the change, enabling employees to have information at their fingertips to thoroughly address citizen needs. In this webinar, we will explore the difference between information management and knowledge management to provide better service to citizens and offer tips on how organizations can move performance support out of the training room.
This webinar will be facilitated by Derrick Spires and Doug Taylor.
May 11, 2017 at 1 p.m. – Getting to Know Your Customers and Citizens through Persona Development
Personas are a critical component to understand the experiences of your citizens. Personas are fictionalized characters that represent different citizens your agency encounters. Unlike collections of demographic information identified by a marketing organization, personas enable the agency to truly understand and put themselves in the shoes of citizens. During this webinar, we’ll explore the importance of personas when designing citizen experiences, what comprises a good persona, some basic steps to building them and their connection to journey maps.
This webinar will be facilitated by Dr. Josh Plaskoff.
WORKSHOP: April 6, 2017 – Mapping Experiences: A Key to Understanding the Citizen
Have you ever put yourself in the minds of your citizen? Do you consider each citizen’s perspective as they interact with your agency’s services? Providing superior citizen experience requires that we understand our citizens in a different way. We must be able to put ourselves in their shoes and heads and be able to envision the whole experience of citizens from their perspective. Join us in Washington, D.C. on April 6 at the Ronald Reagan building for a full day workshop that will provide an overview of mapping, a process that helps to develop this way of thinking and provide the perspective needed to elevate the citizen experience. In this interactive workshop, you will learn the basics of mapping activities and specifically the process of experience mapping by participating in a guided mapping exercise.
This workshop will be facilitated by Dr. Josh Plaskoff.