Industry 4.0

Introduction

The main purpose of this Customer Experience Management (CXM) Design and Innovation Masterclass is to help participants gain a deep understanding of the concepts of Customer Experience and ensure their Customer Experience program is successful.

To improve the customer experience, participants must first understand the customer’s end-to-end journey. The Customer Experience Management (CXM) Design & Innovation Masterclass will show how to get into the hearts, minds, and emotions of customers. By combining some of Emotional Innovation, Process Innovation, and Functional Innovation into an integrated model of people, process, and product and service improvement, it creates significant improvements in customer experience and customer satisfaction.

Through this program, participants will learn how to deconstruct the entire journey from customers’ point of view and provide the experience they expect. This program is designed to raise in-depth awareness of what is customer experience is all about and achieving high-performance results. The success factors for achieving these results are presented and discussed along with the roles and responsibilities of the company management.

Target Audience

C-levels, General Managers, Senior Managers, Managers, Executives, Data Analysts, Social Media Experts, and personnel from Marketing Department, Corporate Communication, Product Development, Customer Relationship Management, Customer Service, Sales, After-Sales Service, R&D, etc.

Prerequisite
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