Digital Customer Experience Management

Digital Customer Experience Management

Course References Number: CRS-Q-0041633-ICT


This course covers the development and implementation of a cohesive end-to-end customer journey and experience to engage a population of customers with changing profiles, demands and buying patterns by directing the operating rhythm for customer management processes and establish key touchpoints and interactive experiences that engage customers.

Learning Outcome:

By the end of the course, the learner is able to:
  • Perform customer behaviour analysis using quantitative and qualitative assessment methods.

  • Determine the various stages of a customer lifecycle.

  • Determine the components of desired customer experience.

  • Integrate key findings from customer research and analysis into customer journey for customer engagement strategy.

  • Design interactive experiences and processes that engage the customers, in ensuring alignment with overarching customer journey.

  • Establish key touchpoints with customers throughout the customer journey.

  • Apply the best practices in customer relationship management based on the guidelines for

  • Oversee that all active end-to-end customer lifecycle stages are planned and ready for

  • Recommend enhancements to customer engagement strategy.

Topics Covered:

  • Definition of Customer Experience (CX) versus Customer Service

  • Factors that Influence Customer Behaviour

  • Conducting Customer Behaviour Analysis

  • Stages of Customer Lifecycle

  • Components of Desired Customer Experience

  • Develop Overarching Customer Experience

  • Components of a Customer Journey

  • Integrate customer key findings into Customer Engagement Strategy

  • Strategies and tactics to engage customers

  • Design Interactive Experiences And Processes

  • Critical customer touchpoints

  • Touchpoint Mapping

  • Industry best practices in customer relationship management

  • Apply Best Practices / Processes for Customer Management And Engagement

  • Manage End-To-End Customer Lifecycle

  • Business Metrics

  • CX Metrics

  • Justify Improvements In Customer Engagement Strategies and Tactics

Total Duration: 8 hrs (Classroom)

SC: Singapore Citizens
PR: Singapore Permanent Resident

Entry Requirements:

  • Minimum GCE “N” level with at least 3 GCE “N” Level Passes

  • Able to speak, listen, write and read English at a minimum proficiency level of the Employability Skills Workforce Skills Qualification Workplace Literacy Level (WPL) 5.

  • Recommended all learners to have at least 1 or more years of sales and marketingexperience.

11 Jan 2021
13 Jan 2021
8 hours


Full course fee
(before GST)
$ 500
Course Cancellation/Reschedule Policy: We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% to participants.


Two e-certificates will be awarded to trainees who have demonstrated competency in the WSQassessment and achieved at least 75% attendance.
  • WSQ Statement of Attainment (SOA)

  • Certification of Achievement by Wong Fong Academy Pte Ltd