Agenda
In the late 1960s and 70s, the United States produced nearly 70% of the world’s goods. Today, that share has been cut in half. Over the decades, our economy has shifted from industrial and manufacturing strength to the digital revolution and now into the era of artificial intelligence.
The result is a service-driven economy—yet while we excelled at building “things,” we still struggle to consistently deliver exceptional service and customer experiences.
This session takes you on an evolutionary journey—from bartering and trade, through manufacturing, to the rise of customer service, and ultimately today’s customer experience.
You’ll discover what lies “Beyond Customer Experience,” why it matters for business success, and how the human factor is central to capturing more than $3 trillion in lost opportunities.
Participants will actively engage in hands-on activities and a short simulation, applying the “Beyond CX” concepts and tools directly to their business or workplace.
Patrick is a partner at Motivaxion, LLC. He is a high performing business leader with 20+ years of experience leading businesses, high performing business teams, continuous improvement and transformation teams and initiatives, with diverse experience in manufacturing, financial services, management consulting, lean six-sigma, strategy, project-program management, information systems, engineering, technology, and product and customer service industries.
Education and training credentials include MBA, Lean Six Sigma Master Black Belt, and Project Management designations. He is the current Chair of ASQ’s Lean Enterprise Division and past LED Membership Leader, and LED Secretary.