The in-house corporate customer experience (CX) training course will follow all the skeleton and framework of our Global CEM Certification Program. It is developed based on the Branded CEM Method, which provides a strategic framework with 12 building blocks to formulate an effective CX strategy. It guides enterprises to take a resource revolution by aligning customer journey mapping with brand promises to create values for customers, derive Moment of Buying (MOB) and make Net Promoter Score (NPS) actionable. The method renders a complete CX roadmap from strategy formulation to step-by-step implementation.
The training is divided into six modules in two days.
Day 1
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Day 2
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9:00- 10:00 |
Effective Experience Principles ► |
9:00- 10:00 |
Branded CEM ► |
10:00- 10:15 |
Coffee Break |
10:00- 10:15 |
Coffee Break |
10:15- 11:15 |
10:15- 11:15 |
Branded CEM ► | |
11:15- 11:30 |
Coffee Break |
11:15- 11:30 |
Coffee Break |
11:30- 12:30 |
Voice of Customer ► |
11:30- 12:30 |
Touch-Point Management ► |
12:30- 13:30 |
Luncheon |
12:30- 13:30 |
Luncheon |
13:30- 14:30 |
Voice of Customer ► |
13:30- 14:30 |
Touch-Point Management ► |
14:30- 14:45 |
Coffee Break |
14:30- 14:45 |
Coffee Break |
14:45- 15:45 |
CEM Strategy ► |
14:45- 15:45 |
CEM Implementation ► |
15:45- 16:00 |
Coffee Break |
15:45- 16:00 |
Coffee Break |
16:00- 17:00 |
CEM Strategy ► | 16:00-17:00 | CEM Implementation ► |
For further enquiry regarding in-house program, please write to alice@globalcem.org.
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