Customer Experience Authority

PAIGE HARTSFIELD

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PAIGE HARTSFIELD

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PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.

PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.

Customer-centered Research   |   Strategy   |   Education

PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.

PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.PAIGE HELPS COMPANIES DIFFERENTIATE AND GROW BY 7% ANNUALLY.

Customer-centered Research   |   Strategy   |   Education

PURPOSE

WELCOME.

I help senior leaders unleash their organization's competitive differentiation. Through Advanced Customer Experience Strategy, I've helped over 1,000 organizations compete on customer experience to deliver financial wins.  


And, I'm not done yet.

CORE COMPETENCIES

Strategy

Advanced Customer Experience Strategy (ACES) focuses on these customer-driven financial outcomes:


  • SWITCH TO YOU  |  Improve New Customer Acquisition
  • LOVE YOU & RECOMMEND YOU  |  Increase NPS
  • STAY WITH YOU LONGER  |  Grow Customer Life-time Value
  • SPEND MORE WITH YOU  |  Increase Budget Allocation & Average Transaction Size
  • SELL MORE TO YOU  |  Gain Wallet Share 
  • DEFEND OR INCREASE YOUR PRICE  |  Increase Gross Profit per Unit

Research

  • Customer driver studies
  • Journey mapping
  • NPS 
  • Segmentation
  • Focus groups & qualitative research
  • Marketing research
  • Advisory panels
  • Gap analysis
  • Secret shopping
  • Surveys & quantitative research
  • Ethnography
  • Compliance audits
  • User experience studies
  • Sentiment analysis  

Education & Assessments

  • Accelerators
  • Sprints & Challenges
  • Experiential Trainings
  • Topic-based Lunch-in-Learns
  • Readiness Assessments - Departmental & Org

ROI Projections, Budgeting and Metrics

  • Projecting total CX ROI and individual growth KPI"s (as outlined in Strategy, above)
  • Preparing budgets for each phase of scaling CX
  • Using and perfecting the right metrics at the right time, as well as the proper use of each

Tech Stack

Choosing the right platforms can be difficult and expensive. Make the right decisions in the short and long-term because everyone knows how painful migrating to a new system will be:


  • Big CX system or targeted approach
  • Analytics
  • Integrations
  • Pricing considerations & negotiations

Organizational Development

Analyze the business to identify areas of improvement, in order to tailored plans to unlock the full potential of your talent-base:

  • Candidate Experience
  • Employee Experience
  • Candidate Testing & Hiring Alignment
  • Training & Development
  • Metrics
  • Compensation
  • Culture Barriers

CX Talent Acquisition

  • Identify job requirements & build job descriptions
  • Recruit teams from frontline to leadership to start and manage CX
  • Interview, Recommendations & Negotiations

BRAND RELATIONSHIPS

CUSTOMER FORENSIX™

Customer ForensiX™ Accelerators Publicly Launched

Description

Organizations need a way to adopt customer experience strategy in a way that decreases the cost, complexity, conflict and timeframe of implementation. 


Customer ForensiX provides leaders with an intimate, captivating and high-growth opportunity to solve problems and accurately embed CX. 

Programming

Three levels of accelerators exist to provide support for professionals, wherever their skill or talent level may lie. Some of the topics covered:


  • What to Audit Internally to Assure Sophisticated, Practical and Appropriate Implementation
  • How to Lead CX When No One Knows What It Is
  • Advance Customer Experience Strategy 
  • Top CX Mistakes & How to Avoid Them
  • Create a Strategic Road Map
  • Unlocking the Path to Competitive Differentiation
  • CX Metrics & KPI's
  • Managing through CX Conflict & Resistance
  • Involvement in Annual Strategic Planning & Projecting Budgets

SPEAKING ENGAGEMENTS

01. Guest & Academic Lectures



02. Key Notes & Solo Presentations



03. Experiential Workshops & War Gaming




Unfortunately, I cannot deliver un-paid speaking engagements.

REQUEST A SPEAKING ENGAGEMENT KIT

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