TITLE: CUSTOMER EXPERIENCE MANAGEMENT (CXM): Design & Innovation Masterclass

BRUNEI: 18th-19th February 2019, Radisson Hotel Brunei Darussalam

KOTA KINABALU: 11th-12th March 2019, Shangri-La Tanjung Aru Resort & Spa

KUCHING: 25th-26th March 2019, The Waterfront Hotel, Kuching

 

ABOUT THIS COURSE

CX Definition: “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”~Gartner

The main purpose of our Customer Experience Management (CXM) Design & Innovation Masterclass is to provide you with a deep understanding of the concepts of Customer Experience and to show you how to ensure your Customer Experience program is successful.

To improve the customer experience, first must understand the customer’s end-to-end journey. Our Customer Experience Management (CXM) Design & Innovation Masterclass will show how to get into the hearts, minds and emotions of your customers. We can show you how to deconstruct the entire journey from your customer’s point of view. Once you understand their current journey, you can provide the experience your customer expects.

It creates significant improvements in customer experience and customer satisfaction by combining some of Emotional Innovation, Process Innovation and Functional Innovation- into an integrated model of people, process and product and service improvement.

KEY OBJECTIVES OF THIS COURSE:

  • 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

 

For further details about this course you may contact:

BRUNEI: Emily: 088-731412 or email at emily@cfrontier.com / Azrul: 088-731571 or email at azrul@cfrontier.com

KOTA KINABALU: Annette: 088-731576 or email at annette@cfrontier.com

KUCHING: Joan: 088-731575 or email at joan@cfrontier.com

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