NUS
 
ISS
 
NUS ISS

Amplify Experience Management with Data & Insights

Overview

Reference No TGS-2024047739
Part of -
Duration 3 days
Course Time
Enquiry Please email ask-iss@nus.edu.sg for more details
Amplify Experience Management with Data & Insights (AXM) is designed to be hyper focused on transferring much needed industry relevant experience management skills to practitioners so they can operationalise the customer journey(s) designed and launched by their organisations, and to support the organisation’s customer experience initiatives.

Listening to customer feedback is only one component of delivering a great experience. In order to extract value, organisations need to design end-to-end customers’ journeys, collect & analyse data to make decisions and act based on the data. 

At the end of the course, participants will be able to establish a cohesive customer journey in line with evolving customer demands and integrate the customer experience with the organisation's strategy and brand.

Participants can look forward to learning integration of Data and Design to tackle real world problems.   

Participants will also be supported by hands-on workshops using Industry Tools such as, Qualtrics, PowerBI, etc. for practice.

Upcoming Classes

Class 1: 24 to 26 Mar 2025 (Full Time)
Duration: 3 Days
When: Mar 24, 25 & 26 Mar
Time: 9:00am to 5:30pm

Class 2: 1-3 Jul 2025 (Full Time)
Duration: 3 Days
When: Jul 1, 2 & 3
Time: 9:00am to 5:30pm

Class 3: 12-14 Nov 2025 (Full Time)
Duration: 3 Days
When:Nov 12, 13 & 14
Time: 9:00am to 5:30pm

Register

Registration Instructions

Self-sponsored Participants

  • Register for the course by clicking on the "Register Now" button above
  • You may refer to the User Guide for Learner

Company-sponsored Participants

  • You will have to be registered for the course by someone from your company who has an account on the LifeLong Learning Portal (L³AP)
  • The person in-charge may register you for the course by:
    • Generating a corporate registration link for you to register for the course
      • After the link is generated, you must:
        1. Log in to L³AP by clicking on the "Register Now" button
        2. Click on the corporate registration link after logging in
      • If you do not follow the above instructions, you will be registered for the course as self-sponsored
    • Registering you for the course backend
      • You will still be required to log in to L³AP and complete your registration by clicking on the "Register Now" button above
  • You may refer your HR/L&D POC to the User Guide for Company

Key Takeaways

This a 3-Days Executive Education short course. Participants are expected to interact, contribute, and share experiences to facilitate peer-to-peer learning.

Upon completion of the course, participants will be able to:

  • Create and operationalise a cohesive customer journey and integrate the customer experience with the organisation's strategy and brand.
  • Establish a cohesive, overarching customer journey and experience for a key service of an organisation.
  • Formulate strategies to manage and monitor customer lifecycle from end-to-end to develop the right engagement and gain customer satisfaction.
  • Evaluate effectiveness of customer experience strategy & identify customer gaps.
  • Identify current technology trends & customer demands and their potential impact on CX & business strategy.
  • Lead the integration of the designed customer experience to be in line with the overall customer experience strategy.


Who Should Attend

The course is intended for leaders and professionals involved in Customer Experience Management (CXM), Product Management, Service Delivery, Marketing, Business Analysis or Customer Service.

Participants with exposure to Journey Thinking and Service Management in their work experience will be able to see immediate value in the journeys that they help to operationalise.

Pre-requisites
No prerequisite for the course participants



What Will Be Covered

This a 3-Days Executive Education short course with 5 modules to bring participants through a framework that helps them operationalise customer experience. 
  • Advancing the current state
  • Listening to customers
  • Use data to identify issues
  • Leveraging Technology for CXM 
  • Solving the experience gaps.


Fees & Subsidies

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Certificate

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course and pass the required assessments.


Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available to participants.

Venue

NUS-ISS
25 Heng Mui Keng Terrace
Singapore 119615

Click HERE for directions to NUS-ISS

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and NUS-ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by NUS-ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to ask-iss@nus.edu.sg if you have any enquiry or feedback.



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