Digital Customer Experience Management

Course Duration: 1 Day, 8 Hours, including 2hrs of assessment
Mode of Assessment: Written and Case Study
Attendance Requirements: 100% 
Course Completion Requirements: Meeting Attendance Requirement and graded as COMPETENT for both Written  Assessment & Case Study

 

This course covers the development and implementation of a cohesive end-to-end customer journey and experience to engage a population of customers with changing profiles, demands and buying patterns by directing the operating rhythm for customer management processes and establish key touch points as well as interactive experiences that engage customers.

 

Learning Outcome:

By the end of the course, the learner is able to:

• Perform customer behaviour analysis using quantitative and qualitative assessment methods

• Determine the various stages of a customer lifecycle

• Determine the components of desired customer experience

• Integrate key findings from customer research and analysis into customer journey for customer engagement strategy

• Design interactive experiences and processes that engage the customers, in ensuring alignment with overarching customer journey

• Establish key touch points with customers throughout the customer journey

• Apply the best practices in customer relationship management based on the guidelines for customer management and engagement processes

• Oversee that all active end-to-end customer lifecycle stages are planned and ready for implementation

• Recommend enhancements to customer engagement strategy

• Evaluate the effectiveness of customer experiences

Topics Covered:

• Definition of Customer Experience (CX) versus Customer Service

• Factors that Influence Customer Behaviour

• Conducting Customer Behaviour Analysis

• Stages of Customer Lifecycle

• Components of Desired Customer Experience

• Develop Overarching Customer Experience

• Components of a Customer Journey

• Integrate customer key findings into Customer Engagement Strategy

• Strategies and tactics to engage customers

• Design Interactive Experiences And Processes

• Critical customer touchpoints

• Touchpoint Mapping

• Industry best practices in customer relationship management

• Apply Best Practices / Processes for Customer Management And Engagement

• Manage End-To-End Customer Lifecycle

• Business Metrics

• CX Metrics

• Justify Improvements In Customer Engagement Strategies and Tactics

Certification

Two e-certificates will be awarded to trainees who have demonstrated competency in the WSQ assessment and achieved at least 75% attendance.

• WSQ Statement of Attainment (SOA)

• Certification of Achievement by Wong Fong Academy Pte Ltd

Entry Requirements:

• Minimum GCE “N” level with at least 3 GCE “N” Level Passes

• Able to speak, listen, write and read English at a minimum proficiency level of the Employability Skills Workforce Skills Qualification Workplace Literacy Level (WPL) 5

• Recommended all learners to have at least 1 or more years of sales and marketing

Payment Modes:
Cash/Nets at any of our 3 branches
Cheque made payable to Wong Fong Academy Pte Ltd
PayNow to UEN 201110331W
Bank Transfer/GIRO details as below:

• BANK NAME : United Overseas Bank Limited
• ACCOUNT NUMBER : 450-302-829-2
• ACCOUNT HOLDER : Wong Fong Academy Pte Ltd
• BANK CODE : 7375
• BRANCH CODE : 001
• SWIFT CODE : UOVBSGSGXXX

Please remember to indicate booking number at the remarks column when payment is done by Paynow, Bank Transfer and/or GIRO.

All payment can be made on the day of course commencement at the reception counter. Cheque payment can be mailed to 79 Joo Koon Circle Singapore (629107) at least 3 working days prior to course commencement. Please remember to indicate the booking number at the back of the cheque. We do not accept foreign cheques and money orders.

 

This course is applicable for SkillsFuture Funding up to 70%* 

Please go to www.skillsfuture.gov.sg or call Wong Fong Academy at 68633686 for more information.

*From 1 Jan 2022, SkillsFuture course funding will be revised to a baseline of 50% subsidy, with an additional 20% subsidy (up to 70% subsidy) for SMEs and Mid-career individuals (Singapore citizens above 40 years old) . Do note that the funding amount advised is not final and is subject to changes.

If you are a Singaporean aged 25 and above, you can choose to use your SkillsFuture Credit to offset the payment for this course. Visit the SkillsFuture Credit website www.skillsfuture.sg/credit to choose from the wide range of approved skills-related courses available on the SkillsFuture Credit course directory.

Statement Of Attainment (SOA) from SSG will only be issued for ENGLISH classes