CXPA Finland: RATED 5 STARS How to Deliver Service Customers Truly Value
Five simple factors decide your service quality score. Are you nailing them?
Date and time
Location
Online
About this event
- Event lasts 1 hour
The RATER Model: Enhancing Service Quality
By attending this webinar, you’ll learn how to use the RATER model to understand what drives customer perceptions and improve service quality. Discover practical ways to build trust, close experience gaps, and deliver consistently exceptional service. This session is a must for anyone committed to delivering service that consistently exceeds expectations.
Do you know the five core factors that come to mind when customers rate the quality of your service? Regardless of your industry or business size, the RATER model provides a helpful framework for designing and delivering seamless service quality. Understanding what drives customer perceptions of service quality is crucial for any organisation aiming to excel in customer experience.
Join Sirte Pihlaja, CCXP, and Prof. Alec Dalton, CCXP, for an insightful webinar that explores the application of this model across various industries. They will provide practical strategies to enhance service quality and customer satisfaction.
You'll discover:
* What drives those five-star reviews and glowing testimonials
* How to design and deliver experiences that exceed expectations
* Practical ways to apply the RATER model to your own business or organisation
Whether you're a CX practitioner, service designer, or simply passionate about creating exceptional experiences, this session will equip you with valuable insights to raise the bar on service quality.
Alec Dalton (Executive Director, CCXP, Accelerating Leaders) is a service scientist and quality strategist with extensive experience in hospitality and customer experience management, and a passion for five-star service.
He has held leadership roles at renowned organisations, including The Ritz-Carlton Hotel Company, Marriott International, and Walt Disney Parks & Resorts. Currently, Alec serves as Executive Director of Accelerating Leaders, advising businesses and governments on service excellence. Additionally, Prof. Dalton teaches and researches service quality and experience design at Boston University and Florida International.
Alec co-authored best-selling books on customer experience and has been recognised among the "100 Most Inspirational People in Global Hospitality & Travel" by the International Hospitality Institute.
Sirte Pihlaja (Certified Customer Experience Professional, Trained Lego® Serious Play® Facilitator) is a globally recognised expert in customer experience and a pioneer in integrating Agentic AI into customer and employee engagement strategies.
As the CEO of Shirute, Finland’s first CX design agency, Head of Team at CXPA Finland, and a highly sought-after strategist, she assists global brands in developing AI-driven, customer-centric business models and designing CX and AI governance frameworks. Her work inspires innovation and drives growth through enhanced business processes.
The author of three global bestsellers—Customer Experience 2, 3, and 5—Sirte explores the impact of multi-agent AI networks, digital assistants, and machine customers on business and CX/EX strategies. Recognised as one of the TOP 25 CX Leaders to Follow in AI, CXM Stars TOP 25 CX Influencer, TOP 50 CX Network Influencer, TOP 150 Global CX Thought Leader, and TOP 33 Inspiring Women in CX, she is a familiar presence on international CX stages and awards juries.
Sirte is passionately championing CX all over the world – especially in the Nordics, the Caribbean, and South-East Asia as a keynote speaker and CX/Business Designer.
Let us know if you want to ask or hear something related to the theme, and send us your questions before the webinar through our feedback form. We aim to cover as many questions sent in as possible during the webinar.
Can't wait to hear Alec and Sirte? We recorded this podcast episode for the AI Experience Podcast series so you can learn more about their ideas in Artificial Intelligence.
Agenda
15.00
Welcome to CXPA Finland webinar
Sirte Pihlaja, Head of Team, CXPA Finland & CEO, Shirute (CCXP)
15.10
The RATER Model: Enhancing Service Quality
Alec Dalton, Executive Director, CCXP, Accelerating Leaders
15.40
Q & A
Alec Dalton & Sirte Pihlaja
15.55
Closing words
Sirte Pihlaja
The webinar will be hosted by Sirte Pihlaja.
We warmly welcome you to join our webinar and discussion!
Best Regards
CXPA Finland Team