San Francisco, California
London, United Kingdom
Creating extraordinary customer experiences is a fast-paced, learning-by-doing, experience-based course that teaches you how to use Conteneo’s in-person and online collaboration frameworks to understand customer needs, improve voice of the customer (VOC) programs, develop customer journey maps and user story maps, and energize Customer Advisory Boards (CABs). Focused exclusively on qualitative market research, the course emphasizes the unique benefits of Collaboration at ScaleSM and helps you identify which frameworks and which interaction techniques are best suited towards your goals.
We’ll start the course using 20/20 Vision to identify and prioritize your learning objectives. From there, we’ll organize into teams to review and experience a core set of online and in-person frameworks that are both scalable and adaptable to your needs. Along the way we’ll distinguish key roles (Producer, Facilitator, Helper, Observer and the infamous Bad Wedding Photographer). We’ll reserve a healthy portion of time for questions and answers and make sure that you can apply these insights to your needs.
What You Will Learn
You will learn how to use a variety of Innovation Games® collaboration frameworks with your customers to:
Discover and understand how qualitative insights build empathy and understanding.
Learn how to incorporate online collaboration frameworks to maintain more regular contact with customers and other stakeholders.
Incorporate employees and partners into your customer experience program,
Learn how to apply frameworks to gain insights into the customer journey,
Use frameworks to identify unmet needs.
Learn how to facilitate using collaboration frameworks in order to maximize participation and create insights, build empathy and drive action.
Learn how to select frameworks optimal for solving a variety of problems, use them with stakeholders and process the results effectively.
Completion of the course gives you 60 Training Credits towards your Innovation Games Certified Collaboration Architect (CCA) belt!
Your Instructor Luke Hohmann
Luke Hohmann is the Founder and CEO of Conteneo Inc. and the inventor of Innovation Games. The author of four books, Luke’s playfully diverse background of life experiences has uniquely prepared him to design and produce serious games.
Luke was very proud to be the keynote speaker at Agile 2015 where he challenged the Agile community to use collaboration frameworks to tackle both technical and wicked social problems, a goal he has pursued through Every Voice Engaged Foundation, a non-profit he co-founded to increase civic engagement.
Luke graduated magna cum laude with a B.S.E. in computer engineering and an M.S.E. in computer science and engineering from the University of Michigan. In addition to data structures and artificial intelligence, he studied cognitive psychology and organizational behavior. In his spare time, Luke likes roughhousing with his four kids and his wife’s cooking. He also enjoys long runs in the Santa Cruz mountains to burn off his wife’s cooking.
When & Where
When people work together to their full potential, amazing things happen. And we believe that the best way to reach that potential is through the power of collaborative frameworks and serious games.
Our mission is to use collaborative frameworks to empower people and organizations to work better together, with their colleagues, customers and partners – no matter where they are in the world. This mission guides our products, informs our services and drives our social and civic engagement.
Learn more at www.conteneo.co.