Julie Mohr
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
Julie speaks at conferences worldwide on topics of leadership, business, customer experience management, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
Julie speaks at conferences worldwide on topics of leadership, business, customer experience management, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.
The Authentic You
High Performance Leadership
Why do some organizations or teams flourish, consistently exceeding goals, and other teams flounder, often falling short of the projected expectations? They use the same tools, draw from the same employee pool, deploy the same processes, and serve the same customers, yet some teams consistently produce lower employee turnover and higher customer value. Why? All too often we are given tools to 'manage' our staff, yet very little training or tools are offered to help us 'lead' our staff....
Customer Experience Management – Engineering and Defining the Customer Experience
Better understand your total customer experience! In this session, learn about the core concepts of Customer Experience Management including defining a customer experience map of the Incident Management Process. Better understand all the positive and negative influencers of the support experience and engineer a more positive customer experience over all the touch points with your internal or external customers.
