Innovate the Customer Experience (16 hrs) by MDIS

• Interpret customer intelligence to determine desired customer experience
• Innovate the desired customer experience in line with the organisation’s vision, mission and values
• Translate the desired customer experience into a service operations plan
• Evaluate impact of desired customer experience

Interpret customer intelligence to determine desired customer experience

• Collect customer intelligence from sources such as surveys, CRM systems, reports on customer personal and geographical demographics
• Identify customer’s needs and expectations in relation to products and services

Innovate the desired customer experience in line with the organisation’s vision, mission and values

• Define desired customer experience to include elements such as physical settings, five senses, policies, staff expertise and personalisation
• Employ various methods to innovate the customer experience such as service blueprints, customer life-cycle maps, five whys and service prototypes

Translate the desired customer experience into a service operations plan

• Define the operational objectives and service standards based on the desired customer experience
• Identify the changes required in the processes and policies to deliver the desired customer experience
• Provide the necessary support such as manpower resources, technology and physical environment

Evaluate impact of desired customer experience

• Establish criteria for evaluation, such as customer satisfaction level and service quality measurements
• Evaluate against benchmarks such as organisational requirements and industry / national indices

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.