Future-Proof Your Customer Experience With Lean Innovation (Synchronous E-Learning)
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
-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
Entry Requirements
Entry requirement:
- Completed secondary education at GCE 'N’ Level OR possess two years of work experience
Language requirement:
- Able to read, write and converse in English (equivalent of WPL Level 5 recommended for reading, writing and speaking)
Measures to ascertain learner suitability:
Meet the pre-course advisory requirements with the declaration on:
- English Language ability
- Job title/ Company Name and Years of Experience
- Highest Education level
Course consultants will be trained to identify the criteria. During registration, screening will be conducted based on the self-declared information from potential trainees.