Human Capital Leadership: Leading a Digital-Ready Workforce for Customer Centricity (Synchronous e-learning)
About This Course
- Understand Customer-Centricity
- The changing trends of customer service and what these changes mean for individuals and organisation/departments
- Explore the latest industry trends and state-of-the-art customer experience strategies
- Best Scenario: Customer-Centric culture and leadership actions/brand
- Identify gaps in corporate strategy that affect design and delivery of unique customer centric experience
- Leader as Strategist
- Vu ja de: Rethink own leadership and innovation potential and how this might affect the firm’s brand
- Manage demands by building resources in five domains – physical, intellectual, emotional, social and spiritual – while developing own leadership brand
- Deliver strategy and clearly communicate the firm brand through leadership actions
- Leader as Human Capital Developer
- Understand what motivate today’s workforce
- Manage workforce experience: The Musts, The Satisfiers and The Delighters
- Back to leadership basics: team building, decision making and accountability
- Unleash the potential in others: manage individual towards peak performance by focusing on competence, commitment, and relevance.
What You'll Learn
- Understand the changing trends of customer service and what these changes mean for individuals and organisation/ departments;
- Rethink and re-discover own leadership and innovation potential, and develop effective strategies to motivate and engage the digital-ready workforce in creating value at work in order to sustain customer-centric culture and achieve team results;
- Identify the key gaps between workforce capabilities in place and competencies required to drive business success;
- Communicate using data and analytics to engage the digital-ready workforce towards greater customer-centricity; and
- Adopt best practice strategies to drive a customer-centric culture within the organisation.