Customer Service > Customer Experience Management (CXM) Design & Innovation Masterclass

Customer Experience Management (CXM) Design & Innovation Masterclass

Course Objectives

Rise in-depth awareness of what customer experience is all about and achieving high-performance results
Learn end-to-end Customer Experience Management (CXM)
Learn to design your Customer Experience Journey Mapping
Know success factors of frameworks to lead customer experience
Voice of Customer: design, collect, integrate, and present customer inputs to maximize business value
Build a strong customer-centric culture in the Customer’s Age!
Learn accelerated Design Thinking Skills
Engaging Industry 4.0 innovative technologies in business

Target Audience

Executives, Managers, Senior Managers, General Manager and C-levels. Marketing Department, Marcom, Corporate Communication, Product Development, Customer Relationship Management, Customer Service, Sales, After Sales Service, Social Media Experts, R&D, Data Analyst etc.

Methodology

This is a practical workshop with many hands-on activities to allow participants to experience what they learn first through lectures, role play, games, group discussion, lecture, design & innovation

Course Modules

Module 1: Introduction to Customer Experience (CX) Management
Module 2: Industry 4.0 & Customer Experience (CX)
Module 3: First Discipline – Strategy
Module 4 : Second Discipline – Customer Understanding
Module 5: Third Discipline – Design Thinking
Module 6: Fourth Discipline Measurement
Module 7: Fifth Discipline – Governance
Module 8 : Sixth Discipline – Culture

Get To Know The Trainer

Trainer Santha

Santha is based in Kuala Lumpur, a Customer Experience (CX) thought leader, keynote speaker, leader for training events in South East Asia with a total of two decades of corporate experience in multiple domains such as property development, telecommunication, international trade exhibition, customer loyalty engagement with local and global organizations.

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