Future-Proof Your Customer Experience With Lean Innovation
Training Provider: KLC INTERNATIONAL INSTITUTE PTE. LTD.
Course Reference: TGS-2020505197
S$325
Original: S$650
Save S$325
About This Course
This course aims to prepare learners to seek out opportunities to create value, by anticipating what customers need and engaging them in their immediate context along each step of their customer journey, using an agile and lean approach for customer experience management.
What You'll Learn
1.Discover Service Innovation in a Digital World
-Types of service innovation
-Impact on customer experience & service delivery
-Insights from case studies
2.Master The Elements of CX
-Customer Experience (CX) definition
-Key elements of CX
-Role and types of user experience (UX)
-Best practices from case studies
3.Gear Up With The Customer Experience Design Toolkit
-Elements of customer journey mapping
-Bliss vs pain points
-Fast & simple research with customer-centric service safaris
-Customer segmentation, persona & personalisation strategies
4.Engage With A Psychological Connection & Sensorial Approach
-Need triggers & emotional motivators
-The 5 senses & impact on CX & UX
5.Explore Innovation Strategies For Loyalty Effects
-Trending service innovation concepts
-Re-imagine CX & UX
6.Plan for Innovation Implementation
-Techniques for designing minimum viable product, re-iteration & pivoting
-Optimisation principles for efficiency & effectiveness
-Types of service innovation
-Impact on customer experience & service delivery
-Insights from case studies
2.Master The Elements of CX
-Customer Experience (CX) definition
-Key elements of CX
-Role and types of user experience (UX)
-Best practices from case studies
3.Gear Up With The Customer Experience Design Toolkit
-Elements of customer journey mapping
-Bliss vs pain points
-Fast & simple research with customer-centric service safaris
-Customer segmentation, persona & personalisation strategies
4.Engage With A Psychological Connection & Sensorial Approach
-Need triggers & emotional motivators
-The 5 senses & impact on CX & UX
5.Explore Innovation Strategies For Loyalty Effects
-Trending service innovation concepts
-Re-imagine CX & UX
6.Plan for Innovation Implementation
-Techniques for designing minimum viable product, re-iteration & pivoting
-Optimisation principles for efficiency & effectiveness
Course Details
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Note: To apply for this course, visit the SkillsFuture website or contact the training provider directly.
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