Across the arc of any journey, there are certain moments that matter more than others. Whether we're talking about customers or employees, educators or students, volunteers or donors, the experiences people have at critical touchpoints can have an outsized impact on engagement, loyalty, and retention. To better support these “moments that matter,” it will require a shift in our thinking from programs, processes, and policies to the design of experiences that delight and engage. If any of these things matter to your organization, then you should be asking yourself two questions: "What experience do we want people to have?" "How might we deliver that experience?" In this course, participants will explore how organizations can identify the moments that matter most and then intentionally design those experiences to delight employees, customers, and other constituents. Participants will discover that breakthroughs don’t happen by accident. They happen by design.
