Skip to main content

Best of #SNIC20: Creating a NextGen Customer Experience Strategy

Have an attendance code? Sign In to enter it.


January 29, 2020

We all know that creating customer experiences is important. But which experiences take priority? And how do we justify long-term investments and tie them to business outcomes?

  • In this high-level strategy session, learn what it takes to build a culture that keeps students and customers at the center every day by understanding how to:
  • Prioritize which customer experience initiatives to invest in, so that they drive both business results and meet customers’ heightened expectations.
  • Define and create next-generation customer experiences.
  • Involve the right people and ensure that they have the skills, capabilities, and mindsets required to succeed.
  • Make great customer experiences a priority for everyone in your organization or school district.

Charlene Li is a principal analyst at Altimeter, a Prophet company, author of the New York Times bestseller Open Leadership, co-author of the critically acclaimed, bestselling book Groundswell and author of The Engaged Leader. She is one of the foremost experts on business strategy and disruptive technology, and a sought-after speaker and advisor to many top global companies. Formerly, Li was the Founder and CEO of Altimeter Group (acquired by Prophet Brand Strategy) and a vice president and principal analyst at Forrester Research. She was named one of the Top 50 Leadership Innovators by Inc. and one of the 100 most creative people in business by Fast Company. Li is frequently quoted by leading media channels and has appeared on "60 Minutes," "The McNeil NewsHour," ABC News, CNN and CNBC.

Successful completion of the webinar and quiz is awarded 1 SNA CEU or 1 CPEU for RNDs/NDTRs.

  1. Develop an experience priority list from your customers.
  2. Define and create next-generation customer experiences.
  3. Model motivation techniques that will align your team. 


SNA CEUs: 1.0
Key Area 4000: Communications and Marketing
Subtopic 4000: Communications and Marketing

CPEUs for RDNs and NDTRs
Activity Number: 152806

Suggested Performance Indicators
  • 11.1.1 Conducts feasibility studies to determine the validity of, and need for, products or services.
  • 11.1.2 Develops and implements evaluation tools and methodologies to test products and services.
Suggested Learning Need Codes
  • 8110: School foodservice
CPEUs: 1.00
CPE Level: 2,3
SNA CDR Provider Number: AM007

Please note that you have the option to submit an evaluation on the quality of this conference directly to the Commission of Dietetic Registration. Email contact:

SNA CEUs and CPEUs are awarded after the successful completion of the post webinar quiz.

  • PowerPoint Presentation (PDF)


  • Charlene Li

    Charlene Li is an influential thought leader and guide on digital transformation, with a specific focus on customer experience, leadership in the digital era, and the future of work. For the past two decades, Charlene Li has been helping people see the future. She is an expert on digital transformation, leadership, customer experience and the future of work. Li is the author of six books, including the New York Times bestseller, Open Leadership and co-author of the critically acclaimed book, Groundswell. Her latest book is the bestseller The Disruption Mindset. She is the Founder and Senior Fellow at Altimeter, an analyst firm acquired in 2015 by Prophet. Named one of the most creative people in business by Fast Company, Charlene is a graduate of Harvard College and Harvard Business School.

January 29, 2020
Wed 2:00 PM EST

Duration 1H 15M

This live web event has ended.

You can access this item by buying entire course

Buy entire course:

Support Contact
800.877.8822 - Ask for Professional Development