Run Time: 1 hour 34 minutes
Download Handout: https://bit.ly/3uU2Uib

During this presentation, PCCA's Director of Member Engagement, Erin Michael discusses customer service versus customer experience. After watching this presentation, the viewer should be able to:

- Clearly define and understand the difference between CS and CX
- Understand the framework of CX
- Understand how CX can increase retention and create loyalty
- Learn how to create a Customer Journey Map
- Understand the leading indicators and metrics of CX
- Understand how an enhanced CX can increase employee retention
- Identify ways to implement a CQI program for your CX