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.
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.
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
Industry best practices in customer relationship management
Apply Best Practices / Processes for Customer Management And Engagement
Manage End-To-End Customer Lifecycle
Justify Improvements In Customer Engagement Strategies and Tactics
Total Duration: 8 hrs (Classroom)
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.
WSQ Statement of Attainment (SOA)
Certification of Achievement by Wong Fong Academy Pte Ltd