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CUSTOMER EXPERIENCE MANAGEMENT (CXM): Design & Innovation Masterclass | MARCH | Brunei, KK & Kuching



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



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.


  • 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 / Azrul: 088-731571 or email at

KOTA KINABALU: Annette: 088-731576 or email at

KUCHING: Joan: 088-731575 or email at


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In line with the announcement from the Ministry of Finance in October 2023, we wish to inform you about an upcoming changes in the Sales and Service Tax (SST) rate in Malaysia.

Effective March 1, 2024, the SST rate will be increased from 6% to 8%. As a result of this adjustment, there will be changes in the pricing of our training services provided by CF Learning Services Sdn Bhd starting March 2024 onwards.

We understand the importance of transparent communication and aim to minimize any inconvenience this may cause. If you have any questions or concerns regarding this change, please do not hesitate to reach out to our customer service team.

Thank you for your continued support and understanding.