Customer service is moving to customer experience, and modern HR departments must keep up, or fail at sustainability. Employees are demanding more value and a shift from reactive reporting to real time services is required. In the future, the customer experience will be measured by value, contribution, impact and sustainability. This presentation will share three secrets to leading the change to an amazing customer experience. You will learn how motivation theory applies to the customer experience, how to align client values with communication styles and how great customer service depends on high-performing employees and an engaged culture.
|
Karl Ahlrichs, SHRM-SCP, CSP
Senior Consultant
Gregory and Appel
Connect Online with this Speaker
    |
Karl Ahlrichs specializes in helping professionals make order from chaos. He is a national speaker, author, and consultant, presenting on the people issues in all industries, and is often quoted in the local and national media.
Karl’s experience is ideally suited to times of organizational change as he pulls on risk management and organizational development theories to replace “best practices” with “next practices”. He owes much of his communications mastery to working as a writer and editor in daily media, to on-the-job writing experience and to the process of becoming a published author.
He joined Gregory & Appel in 2010 after serving as a founding partner of ExactHire, bringing his HR, operations, diversity & belonging, and learning & development skills with him. Karl’s affinity for design, composition and learning started at a very young age, by taking and examining thousands of boring pictures with the goal of improving his craft. He loves deploying that practice-to-improve approach with all manner of hobbies including writing haiku, mastering cutting-edge technology and learning Spanish.
In 2003, he was named the SHRM Human Resource Professional of the Year for the State of Indiana. He is on the Boards of several organizations, including the Maryland CPA Society. He has lived in Scotland and Spain and lives to explore new experiences with his wife and family.