Overview
In a world where customers are always ‘on,’ creating a positive customer experience has become the make or break for an organisation looking to stand out in a crowded marketplace.
Businesses are constantly seeking ways to more accurately predict customer behaviour and attitudes. Data models and traditional market research often overlook a research methodology that can tell you what customers are thinking, feeling and doing at each stage of their relationship with you. This methodology, titled “customer experience mapping” uncovers customer emotions and attitudes through the entire customer life cycle, resulting in opportunities for more relevant communications, better customer relations, higher retention rates, and increased lifetime value.
By cataloguing key customer touch points and talking to customers about their experiences during those key touch points, it’s possible to create a customer experience map that provides a concise picture of what customers are thinking, feeling and doing. The map not only identifies gaps in customers’ experiences but also delivers an actionable framework to improve them.
Course Description & Learning Outcomes
Key Benefits
Understand the current end-to-end CX path and identify areas for improvement
Design a more systematic and CX framework that addresses service gaps and is customer-centric
Create a service culture with clear and specific CX maps and corresponding standards
Who Should Attend
This course is suitable for front-end and back-end service process owners/ supervisors and managers:
Anyone with a role in planning and designing customer service and experiences in the company
Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience
Schedule
End Date: 21 Feb 2025, Friday
9:00am - 5:00pm
Location: 80 Jurong East Street 21, #05-01 Devan Nair Institute for Employment and Employability, 609607Pricing
Course fees: 650.00
Skills Covered
PROFICIENCY LEVEL GUIDE
Beginner: Introduce the subject matter without the need to have any prerequisites.
Proficient: Requires learners to have prior knowledge of the subject.
Expert: Involves advanced and more complex understanding of the subject.
- Design Thinking (Proficiency level: Beginner)
- Process Design (Proficiency level: Beginner)
- User Experience Design (UX) (Proficiency level: Beginner)
- Communication Skills (Proficiency level: Beginner)
Speakers
Trainer's Profile:
Ms Theresia Ivory Lisvanda, Customer Experience and Organisational Transformation Consultant, Service Quality Centre
With over 15 years of experience as a Customer Experience and Organisational Transformation Consultant, Ms Theresia Ivory Lisvanda helps clients achieve strong growth and engagement by focusing on customer-centric strategies and agile design. Drawing from her background in process improvement and service quality, she has worked with organisations in healthcare, finance, hospitality, and more to enhance customer experience, boost productivity, and streamline operations. Vanda’s CX approach uses proven methods like customer journey mapping, feedback analysis, and service redesign to deliver a seamless experience. Known for leading impactful workshops and creating solid project plans, she equips teams with tools like Lean, Kaizen, and TQM to drive lasting improvements in service and digital transformation.
