Overview Course

This course enables participants to develop an effective Customer Experience Management strategy for their organization through the alignment of business goals, operations with customer’s needs and technology. It imparts practical skillsets of how to design, deliver consistent engaging customer experiences by finding opportunities and solutions to problems emerged from the customer ‘s journey.

Learning Outcome

  • Recognize and anticipate customer demands and needs
  • Establish a Customer Engagement Strategy and measure efficiency
  • Identify opportunities to improve service delivery and/or user experience
  • Design an excellent Customer Journey
  • Learn main phases of Human Design Thinking
  • Face rapid change with Agility
  • Define a service operation plan, process and milestones
  • Influence, empower, co-plan with partners and stakeholders
  • Measure ROI, performance, set KPIs

Who should Attend?

  • This course is suitable for anyone in Marketing, Product/Innovation, Customer Success, HR, Operations, and Sales roles in their organization, as well as Customer Experience role or one who needs to develop the CX strategy

Eligibility Criteria

  • Basic working knowledge of a Marketing Executive is recommended
  • Open to all Singaporeans and PRs
This course is endorsed under Talent Assistance (T-Assist).
To find out more about T-Assist Funding, please refer to Programme Support under T-Assist page


Information as accurate as of 24 October 2019