FOCUSING ON
Step 1 : Committing Towards a Great Customer Experience
Step 2 : Mapping Scenes and Acts
Step 3 : Prioritizing and Excelling in Scenes and Acts
Step 4 : Ensuring Organizational Alignment
Step 5 : Sustaining Customer Experience Management Efforts

WHO SHOULD ATTEND
Strategic Decision Makers, Managers And Executives In The Areas Of: Customer Service, Customer Experience, Customer Information, Customer Relationship, Customer Operations, Consumer Segmentation, Customer Insights And Marketing

From The Following Sectors/Industry:
Hospitality, Retail Services, Financial Services, Airline And Airport, Advertising, IT & Telecommunications, Healthcare & Pharmaceutical, FMCGS, Energy And Utilities, Consumer Electronics, B2B And B2C. All Industries.

PROGRAM LEADER
DR RAYMOND TEO is an author, thought-leader and practitioner of marketing-oriented customer insights. As a thought leader, he is regularly invited to speak at international conferences and conduct masterclasses in such fields. Some of the topics he spoke on recently include ‘Developing an effective customer intelligence framework to drive retention’, ‘Ensuring Superior Customer Information and Knowledge Through Better Design and Analysis of Information’, ‘Winning the Number Game: Transforming Valuable Customer Data & Information into Customer Intelligence’, and `Unleash the Full Power of Customer Relationship Management: The Total Customer Intelligence and Holistic Implementation Approach’.

SPECIAL LEARNING METHODOLOGY
Interesting blend of practical hands-on approaches and close interaction between Course Leader and Participants, cases, how-to exercises and group dynamics.