What you will learn

Program Details

What you will learn

  • The essentials of successful customer experience management
  • To plan and implement powerful yet effective customer experience management strategies and initiatives
  • To apply relevant tools and models in tailoring the best customer experience practice for your very own business

Who should attend

Anyone with any level of managerial or functional responsibility in dealing with customers will benefit from the course. Specifically, you are likely: 

  • Department Heads of Marketing, Services, CRM, Customer Experience or Sales
  • Director/ VP / GM of customer management related units
  • Management Executives who take charge of corporate strategy planning and customer management development
  • Business Owners who see CEM a critical differentiator for their businesses

Program Trainers

Sampson Lee
Hong Kong

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Sampson Lee

Sampson founded Global CEM, and created the PIG Strategy (also called the Branded CEM Method) which was first lincensed in Europe. With content based on the PIG Strategy, the world's 1st CEM certification - Global CEM Certification Program - has been presented 56 times in 19 international cities with attendees from 67 countries on six continents. The program has also trained numerous consultants from the world's leading consulting firms. Lee has been the visiting assistant professor of the University of Hong Kong (master degree program of electronic commerce and internet computing) since 2004.
Brownell O'Connor
Ireland

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Dr. Brownell O'Connor

Brownell has been working in the customer contact industry since 1990 and in that time has worked with over 150 call centre operations across virtually every continent. Brownell established his Contact Centre consulting practice in 1996 and has gained an enviable success record. He spends a lot of his time in the Middle East region and contributes regularly to industry journals and has spoken at international conferences since 1997. Brownell also serves as an executive and non-executive Director of a number of contact centre companies across the globe. 

Ro King
United States

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Ro King

Ro brings to client engagements more than 15 years of experience, she guides Fortune 500 and Internet 100 firms in building databases of customer information, analyzing data to better understand and anticipate customer behavior, and implementing the tools and processes to conduct marketing campaigns that integrate multiple channels and touch-points. Ro was founding partner of Quaero Corp. U.S. She earned her BA at Harvard and her MBA at the Darden School of Business at University of Virginia. She is a popular conference speaker on CRM, a regular contributor to industry publications and an adjunct professor at New York University.

 

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