About the Event:
Step into the realm of customer experience and service with our Discovery Lab: CX/CS Edition. This event series delves into the nuances of human behavior, psychology, and sociology as they relate to customer interactions and service delivery. Designed for senior leaders seeking to elevate customer experiences, each session offers a platform for inquiry and research around specific topics within the CX/CS domain. Join us as we uncover insights, share strategies, and unlock the keys to exceptional customer service.
Benefits:
- Gain deeper insights into customer behavior, preferences, and expectations.
- Explore innovative strategies to enhance customer experiences and drive loyalty.
- Connect with industry experts and peers to exchange insights and best practices.
- Access exclusive research findings to inform CX/CS strategies and initiatives.
Types of Topics:
Our CX/CS Edition of the Discovery Lab covers a diverse range of topics related to human behavior and studies, all with a focus on their implications for customer experience and service delivery. From understanding customer emotions to implementing effective service recovery strategies, each session provides actionable insights to optimize CX/CS efforts.
Upcoming Lineup:
Explore the behaviors behind trust, loyalty, and unforgettable service.
- (April 14, 2025) The Emotional Journey of a Customer: Mapping Touchpoints – Chart emotional highs and lows across the journey.
- (May 12, 2025) Designing Memorable Customer Interactions – Create experiences that linger.
- (June 9, 2025) Behavioral Drivers of Customer Retention and Churn – Discover why they stay—or leave.
- (July 14, 2025) Creating Safe Spaces in Customer Escalations – De-escalate by building emotional safety.
- (August 11, 2025) Anticipatory Service: Meeting Unspoken Customer Needs – Serve customers before they ask.
- (September 8, 2025) The Feedback Illusion: Understanding What Clients Won’t Tell You – Learn to hear what isn’t said.
Audience:
This event series is tailored for senior leaders and decision-makers involved in customer experience management, customer service, and client relations. Whether you're a CXO, customer service manager, or business leader, the CX/CS Edition of the Discovery Lab offers valuable perspectives and strategies to enhance customer satisfaction and drive business success.
Format:
Each session follows a fast-paced "speed deep dive" format, consisting of a 30-minute exploration of the topic followed by an interactive Q&A session. This format is designed to deliver concise yet impactful insights, allowing participants to gain valuable knowledge and engage in meaningful discussions within a short timeframe.
About BMG:
Blue Monarch Group (BMG) is a leading human behavior consulting firm dedicated to driving transformative outcomes through behavioral science and innovative strategies. With expertise in psychology, sociology, anthropology, and beyond, we specialize in helping organizations unlock the power of human insights to drive marketing success, enhance customer experiences, and achieve sustainable growth.
