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Dec. Luncheon – What Project Managers Should Know about Customer Experience Management (CEM) and Net Promoter Scores (NPS)

December 15, 2015 @ 11:30 am - 1:00 pm

Project Managers are often a critical resource in working with companies to implement and manage company-wide Customer Experience Management (CEM) initiatives.  The Customer Experience is the single most important aspect in achieving success for companies across all industries. It is a qualitatively different concept than customer engagement, customer satisfaction, and customer relationship management.

CEM is a strategy used by companies to increase customer loyalty and profitability. One key CEM tool is the Net Promoter Score (NPS), the worldwide standard used for over 10 years to measure, understand, and improve the Customer Experience. This presentation will focus on key aspects of CEM and NPS as related to project management. We will also discuss why loyalty is more important than ever before for all organizations, why companies lose customers, and what can be done to retain them.


Melissa Harris, MBA, is a professional speaker, consultant, coach and learning & development expert. She founded Contract Trainers Corporation 20 years ago to design and facilitate customized global training solutions. With over 750 contract training professionals, CTC works with leadership, sales, customer service, call centers, and tech support teams.

Before founding Contract Trainers Corporation, Melissa was the General Manager National Training, Senior Sales Manager, Regional Marketing Director and Major Account Executive for BellSouth/Cingular/AT&T and Verizon/Cellular One. She has BBA and MBA degrees in marketing and is a native of Nashville, Tennessee.  She can be reached at or


  • Event Fees: Early Registration Members: $20
  • Early Registration Non-members: $25
  • Walk-in Registration at the door: $30 (space not guaranteed for walk-ins)
  • Registration Closes : Sunday, Dec 13, 2015 at Midnight
  • Cancellation Policy : Requests must be sent via email to anytime before registration closes.

PDUs: 1.5

Talent Triangle Category:  Business Strategy

Location: Embassy Suites of Cool Springs @ 820 Crescent Centre Dr, Franklin, TN 37067


Tuesday : Dec 15, 2015

Registration 11:30 A.M. – 11:50 A.M.
Program 11:50 A.M. – 1:00 P.M.

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December 15, 2015
11:30 am - 1:00 pm
Event Category:


Embassy Suites of Cool Springs
820 Crescent Centre Dr
Franklin, TN 37067 United States
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