PRE-CONFERENCE SESSION - PRE-REGISTRATION REQUIRED

(Attendance is limited for this interactive workshop.)

Building Better Services With CX

Customer experience (CX) starts with a mindset shift—seeing services through the eyes of your customers. When organizations truly listen and act on feedback, they improve service delivery, strengthen relationships, and create better outcomes for the people they serve. This interactive workshop equips agencies with practical tools to better understand and respond to the needs of both internal and external customers.

In this two-part session, you’ll explore foundational concepts and hands-on strategies to elevate CX with effective listening tools.

Part 1 – What is CX?
We’ll begin with an introduction to DIR’s Customer Experience program, highlighting the importance of thinking like your customers—not just about them. Participants will explore key CX principles and discuss methods to build empathy and shift perspective.

Part 2 – From Customer Feedback to Continuous Improvement
We’ll clarify the differences between customer experience, customer satisfaction, and customer service, and explain why each plays a distinct role. You’ll learn how DIR gathers the Voice of the Customer through structured methodologies, and we’ll examine what it means to close the feedback loop—ensuring insights lead to real improvements.

This session is designed to help you move from awareness to action by turning customer insights into measurable service enhancements that last.