Program Summary“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” (Steve Jobs, Apple) - The customer, not technology, must be the core of your strategy.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” (Jeff Bezos, Amazon) - In highly competitive environments, brands are judged not for product price or quality, but for the experience they build around it.
Whether Steve Jobs or Jeff Bezos invented, reinvented or transformed their respective industries, no one could dispute they took a customer experience-centric approach as one of the primary levers to differentiate their companies.These same principles apply to higher education and are absolutely relevant to the student, faculty and alumni experience. TSI will share its experience in this area including how one Midwestern university proactively sought to improve their student experience and increase enrollment and retention.
Learning Objectives1. What tools and techniques are organizations outside of higher education using and how are they approaching this challenge?
2. How one university sought to capture and improve their student experience.
3. How to capture the essence of the student experience including the following lifecycles:
- Recruit to Enroll
- Register through Day one
- Path to graduation
Administrators, faculty and internal consultants striving to improve:
- Student satisfaction and loyalty
- Alumni and Faculty efficiency, satisfaction and engagement.
Dan Feely is the President and Founder of TSI. Dan has led well over 130 business and IT transformation projects to realize significant gains by understanding an organization’s current and future business models and then improving the business processes, organization structure and use of technology. Dan’s forte includes creatively making improvements and managing change, both with and without the introduction of new technology, to achieve gains in organizational performance.
Dan launched TSI's entry into Higher Education after serving as the President of the Northern Illinois University Executive Club (a large fund-raising affinity group, now part of the Alumni Association) and being involved as a Board Member for NIU's College of Business. Dan led TSI's projects for significant transformation, student experience/process improvement at the University of Illinois, Illinois State University, University of Memphis, California State University - San Luis Obispo (Cal Poly), University of North Texas and others.
He received his Bachelor of Science with Honors in Operations Management/Information Systems (OMIS) from Northern Illinois University (NIU) graduating with academic and athletic honors. After his graduation, Dan joined Andersen Consulting (now Accenture) where he initially led information systems design and development teams, but spent the majority of his time performing operational and technology review and improvement projects in Healthcare and other industries.
Dan leads the Community of Discovery (COD) within the NCCI. Dan has accumulated over 2,000 hours of Continued Professional Education credits focusing on business process reengineering and organizational improvement, information systems, as well as a variety of industry-specific topics. He also serves on the board of Northern Illinois University.