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PRODID:-//HDI NYC Metro//Silkstart Technology Inc.//
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DTSTART;VALUE=DATE-TIME:20260308T020000
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DTSTART;VALUE=DATE-TIME:20261101T020000
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SUMMARY:An Evening with Nora Osman: From Zero to Hero Moments
DTSTART;TZID=America/New_York;VALUE=DATE-TIME:20260408T180000
DTEND;TZID=America/New_York;VALUE=DATE-TIME:20260408T200000
DTSTAMP;VALUE=DATE-TIME:20260213T022835
UID:698e8c5396385f05e87a2964
DESCRIPTION: In this dynamic session\, Nora introduces her Zero to Hero 
 framework through real-world service delivery stories that highlight how 
 everyday &ldquo\;moments of truth&rdquo\; shape customer trust\, employee 
 engagement\, and measurable service outcomes. Rather than focusing on 
 tools or theory alone\, this session dives into practical service 
 management decisions &mdash\; the small\, often overlooked moments that 
 either derail performance or transform it. Attendees will walk away with a
  human-centered lens for identifying high-impact service moments and 
 redesigning them into experiences that: Strengthen teams Build trust 
 Improve service quality Deliver measurable results What You&rsquo\;ll 
 Learn How everyday service interactions influence trust\, loyalty\, and 
 perception Common &ldquo\;zero moments&rdquo\; that quietly undermine 
 service performance Practical ways to turn friction into clarity\, 
 ownership\, and confidence How employee experience directly impacts 
 customer experience How human-centered decisions translate into measurable
  service improvements Who Should Attend IT and service management leaders 
 Service desk\, support\, and operations professionals Customer and 
 employee experience leaders Digital transformation practitioners Leaders 
 responsible for service quality\, engagement\, and outcomes Why Attend? If
  you are looking to elevate service delivery from transactional to 
 transformational\, this session will provide practical insights you can 
 apply immediately within your organization. Whether you are leading 
 service operations\, driving digital transformation\, or improving 
 experience strategy\, this event will help you recognize and redesign the 
 moments that matter most. The venue is going to be special\, hosted in NYC
  @ 75 Varick St 12th floor\, New York\, NY 10013\, USA (Horizon Media 
 Offices) Registration Coming Soon Stay tuned for venue details and 
 registration information. For more information about upcoming programs\, 
 visit HDI Local Chapters. 
LOCATION:75 Varick St 12th floor\, New York\, NY 10013\, USA (Horizon Media
  Offices)
PRIORITY:5
URL:https://www.hdinycmetro.com:443/events/an-evening-with-nora-osman-from-
 zero-to-hero-moments
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