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
.
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.