In today's competitive business landscape, delivering an exceptional customer experience (CX) is paramount for retaining customers and maintaining profitability. This comprehensive course offers an in-depth understanding of and guidance on deploying a customer-centric strategy, including customer journey mapping (CJM) by Customer Persona. The course equips students with the skills to enhance customer experience and design the future state of CJM, surpassing their expectations and differentiating them from the competition. From pre- to post-purchase interactions, this course explores the moments of truth and jobs to be done, teaching students to create seamless, personalized, and exceptional customer experiences. The course will also explore leveraging technologies such as Data Science and Machine Learning through Artificial Intelligence (AI) to effectively and efficiently retain existing customers and acquire new ones. Through experience-sharing by industry leaders from the most customer-centric firms, utilizing theoretical frameworks, case studies, and workshops, students will develop the skills to analyze customer needs, pain points, and delight points, design effective customer journey mapping (CJM), and implement customer-centric strategies and transformations in both business-to-consumer (B2C) and business-to-business (B2B) settings.In today's competitive business landscape, delivering an exceptional customer experience (CX) is paramount for retaining customers and maintaining profitability. This comprehensive course offers an in-depth understanding of and guidance on deploying a customer-centric strategy, including customer journey mapping (CJM) by Customer Persona. The course equips students with the skills to enhance customer experience and design the future state of CJM, surpassing their expectations and differentiating them from the competition. From pre- to post-purchase interactions, this course explores the moments of truth and jobs to be done, teaching students to create seamless, personalized, and exceptional customer experiences. The course will also explore leveraging technologies such as Data Science and Machine Learning through Artificial Intelligence (AI) to effectively and efficiently retain existing customers and acquire new ones. Through experience-sharing by industry leaders from the most customer-centric firms, utilizing theoretical frameworks, case studies, and workshops, students will develop the skills to analyze customer needs, pain points, and delight points, design effective customer journey mapping (CJM), and implement customer-centric strategies and transformations in both business-to-consumer (B2C) and business-to-business (B2B) settings.

Instructor: Fred MUTTO

Course Date & Time

Saturdays, Jan 23, 30, Feb 13 - Mar 20, 1400-1730 (GMT+8)