Customer Experience Innovation
Category
Wholesale Retail & Trade
Duration
About This Course
LO1: Examine methods to develop a customer journey map for the organisation’s target customers
LO2: Analyse gaps in customer experience with organisation’s products and/or ser-vices in the customer journey map
LO3: Apply brainstorming ideation technique to ideate products with features and benefits that enhance customer experience
LO4: Apply brainstorming ideation technique to ideate technology-enabled services that enhance customer experience
LO5: Apply brainstorming ideation technique to ideate zero-waste complementary products that enhance customer experience in supporting sustainable dining.
LO6: Apply brainstorming ideation technique to ideate eco-friendly complementary services that enhance customer experience in supporting the sustainability trend
LO7: Evaluate proposed improvements to innovate the customer experience
LO8: Plan the implementation of agreed recommendations to enhance the customer experience
What You'll Learn
In this course, learners will develop the skills necessary to create an effective customer journey map for their organization’s target customers. By analyzing gaps in customer experience throughout the journey, learners will be able to suggest improvements to the features and benefits of their products or services to enhance the overall customer experience. Furthermore, learners will learn how to evaluate proposed improvements and plan the implementation of agreed recommendations, in order to innovate and enhance the customer experience. By the end of the course, learners will be equipped with a range of methods to improve the customer experience and apply them in their organizations.
Relevant Job Role(s)
Customer Experience Manager, Service Designer, Customer Insights Analyst, Innovation Strategist, Digital Transformation Executive, Client Relations Officer, and roles focused on enhancing customer journeys across service and retail industries.
Minimum Entry Requirement
Assumed Attitude
have effective communication and relationship management skills to work with employees from all levels and areas within an organisation Assumed Skills and Knowledge
manage the delivery of services to stakeholders within projects of limited scope
have effective communication and relationship management skills to work with employees from all levels and areas within an organisation
provide support to operational employees in the implementation of change processes
work with competitive knowledge of the business, industry, and sector in which the organisa-tion operates
Be able to listen and speak English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualifications (ES WSQ) Workplace Literacy (WPL) Level 5
Be able to read and write English at a proficiency level equivalent to the ES WSQ WPL level 5
Price
Course fee before subsidies
600
Singaporeans aged 39 years old and below, and Singapore Permanent Residents
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