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Introducing New, Exclusive Field Experiences for the 2016 Disney Institute Customer Experience Summit

June 24, 2016 by Bruce Jones, Senior Programming Director, Disney Institute

Earlier this year, we told you about the upcoming, 2016 Disney Institute Customer Experience Summit happening at Walt Disney World Resort in Florida. I’m happy to report that our team is working hard to put the finishing touches on this one-of-a-kind learning opportunity, and we’re excited to share a few more of those details today.

Unlike other conferences where you only hear ideas about how to improve your customer experience (CX), this immersive learning opportunity will let our participants live, feel and observe CX in action, in the world’s most renowned customer experience environment—the business operations of Walt Disney World Resort.

Here’s a sneak-peek at some of the exclusive, behind-the-scenes field experiences* (not available through other tour programs or Disney Institute courses) that we have planned for CX Summit participants this August:

  • Engagement From Day One: A Walk In Our Cast’s Footsteps
    Immerse yourself in the underground world beneath the Magic Kingdom® Park and experience first-hand the supportive environment that enables Cast Members to feel connected, informed, and confident in serving their Guests. By exploring areas typically not accessible through other tour experiences, participants are able to examine these critical support mechanisms from the employee’s perspective.
  • Magic Backstage: A VIP Employee Experience
    Everyone wants to feel like a VIP! Magic Backstage is an “insider” experience designed specifically for Cast Members to create and sustain awareness, knowledge, and excitement about the unique products and services they provide to Guests every day. As part of this Cast-focused tour in the Disney Parks, attendees will have a special opportunity to experience several of Disney’s most renowned attractions.
  • Service Excellence: Integrating Customer Touchpoints
    Excellent service doesn’t just happen in fairytales. Participate in an enchanting visit to Fantasyland in the Magic Kingdom® Park, including Be Our Guest restaurant—one of Walt Disney World Resort’s most sought-after dining locations. Discover ways the Guest experience has evolved, and experience first-hand the standards and systems that lead to a consistent level of service across all customer touchpoints. 
  • Systems Safari: Enabling Your Customer Service to Soar
    Join us on an adventure deep behind the scenes at Disney’s Animal Kingdom® Theme Park. In this unique experience, participants learn why we’re wild about systems that can help to ensure the consistent delivery of exceptional service for our Guests. Along the way, participants will discover how the supporting infrastructure is intentionally designed to allow Guests to experience animals as never before.

What do you think? Do these sound interesting? They’re just the beginning of what promises to be an unforgettable event for business professionals looking to improve their organization’s customer experience. As part of the event, participants will also enjoy: 

  • Unprecedented access to learn from some of Disney’s most accomplished and influential leaders, including George Kalogridis, President, Walt Disney World Resort
  • A holistic perspective on, “How does Disney do it?” in our approach to customer experience
  • Unexpected surprises and a little Disney magic along a way!

So, what are you waiting for? We hope you can join us. Learn more about the Disney Institute Customer Experience Summit or register today

Think about it: Do you aspire higher? 

*Registered Customer Experience Summit participants will receive more details approximately one month out from the event with instructions for how to tailor their personal learning plan by choosing from these field experiences.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Uncategorized | Tagged Customer Experience, #CX, #CustExp, Customer Service, Quality Service, Leadership, Service, Employee Engagement, Bruce Jones


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