About this Event
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*This is fully claimable under HRD Corp / PSMB SBL-Khas!
Certificate of completion awarded by Western Kentucky University (USA)
Workshop Description
The era of engaged organisations in connecting to customers is here. As a result, organisations are compelled to establish a sturdy Customer Experience Management (CXM) framework to enable intimate customer engagement in all business areas and critical competitive differentiators.
Customer Experience (CX) has been around for over 15 years but is still considered a fancy name for Customer Service. However, CX has profound ramifications for organisations both laterally and vertically. CX is required today as an approach to which businesses leap above competitors and propel them to the highest echelons of industries and reap benefits that influence the bottom line. CX can only be made possible by ensuring every part of the organisation is customer-centric- Systems, Process, Environment and People.
This Certification educates the candidates to a robust CXM Framework, breaks down its components for direct application into organisations, and generates momentum to implement and manage the brand experience.
Practical application of the CXM Framework through the three sectors of:
- Framework Alignment
- Tactical Customer Experience Integration
- Framework Implementation
Workshop Learning Objectives
This Certification educates the candidates to drive the existing CXM Framework tactically and break down its components for direct application into Organisations with the objective of "ENCOURAGE THE WILL."
Practical application of the CXM Framework through the three sectors of:
- Framework Alignment
- Tactical Customer Experience Integration – "Encourage the Will"
- Project Implementation
Event Venue & Nearby Stays
Wyndham Grand Bangsar Kuala Lumpur, 1 Jalan Pantai Baharu, Kuala Lumpur, Malaysia
MYR 5039.52
