Date: 25 - 26 June 2018; Venue: Crystal Crown Hotel ......Innovation Masterclass will show how to...
Transcript of Date: 25 - 26 June 2018; Venue: Crystal Crown Hotel ......Innovation Masterclass will show how to...
Date: 25 - 26 June 2018; Venue: Crystal Crown Hotel Petaling Jaya, Selangor, Malaysia ; Time: 9.00am – 5.00pm
Call our hotline: +6019-3819664 or email to [email protected] for more information.
A.Santhakumaran
CX definition: “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” ~ Gartner The main purpose of our Customer Experience
Management (CXM) Design & Innovation Masterclass
is to provide you with a deep understanding of the
concepts of Customer Experience and to show you how
to ensure your Customer Experience program is
successful. To improve the customer experience, first
must understand the customer’s end-to-end journey. Our
Customer Experience Management (CXM) Design &
Innovation Masterclass will show how to get into the
hearts, minds and emotions of your customers. We can
show you how to deconstruct the entire journey from
your customer’s point of view. Once you understand
their current journey, you can provide the experience
your customer expects. It creates significant
improvements in customer experience and customer
satisfaction by combining some of Emotional Innovation,
Process Innovation, and Functional Innovation - into an
integrated model of people, process, and product and
service improvement.
OBJECTIVES: -
This course is designed to rise in-depth awareness of what is customer experience is all about and achieving high-
performance results. The success factors for achieving these results are presented and discussed along with the roles and
responsibilities of the company management.
This programme was developed to encourage the participants to:
• Learn end-to-end Customer Experience Management (CXM)
• Learn to design your Customer Experience Journey Mapping
• Know success factors of frameworks to lead customer experience
• Voice of Customer: Design, collect, integrate, and present customer inputs to maximize business value
• Build a strong customer-centric culture in The Customer’s Age!
• Learn accelerated Design Thinking Skills
Who Should Attend:
Executives, Managers, Senior Managers, General Manager and C-levels. Marketing Department, Marcom, Corporate
Communication, Product Development, Customer Relationship Management, Customer Service, Sales, After Sales Service,
Social Media Experts, R&D, Data Analyst etc.
Methodology:
This is a practical workshop with many hands-on activities to allow participants to experience what they learn first. Some
of the methodologies used are:
• Lecture, Roleplay, Games, Group discussion, Lecture, Design & Innovation
Duration: Two (2) Days
COURSE CONTENT: -
1. Introduction to Customer Experience (CX)
Management
• A Brief history of Customer Experience (CX)
Management
• Customer Experience Management (CXM)
Framework
• The Six Disciplines of Customer Experience
2. First Discipline - Strategy
• Customer Experience Strategy: Development of
a strategy that articulates a clear vision of the
experience that a company seeks to create in
support of the company’s brand values,
including its direct linkage to CX activities,
resources and investments
• Customer Journey Infinite Loop Design
• Developing an Overall Strategy for
Implementation
• Aligning Customer Experience (CX)
Improvement Projects with Business Goals
• Sustaining Customer Experience Project Gains
• Defining the Customer Experience Unique
Proposition (UEP)
3. Second Discipline - Customer understanding
• Voice of Customer (VOC) and fitting into the
bigger picture
• Voice of the Customer (VOC) is a term that
describes your customer's feedback about their
experiences with and expectations for your
products or services
• Building collective insight into customer needs,
wants perceptions, and preferences through the
capture and analysis of the voice of the
customer.
• Preparation of Service Journey Mapping.
• Designing the Customer Journey Emotional
Chart
4. Third Discipline - Design Thinking
Design Thinking can be described as human-centred
(designing “with” the users instead of “for” the
users), exploratory and integrative innovation
process that emphasizes observation, collaboration
in interdisciplinary teams, fast learning,
visualization of ideas, rapid prototyping, and
concurrent business analysis. Design Thinking
essentially is a way of thinking, applying
designers’ sensibility and methods, leading to
transformation, innovation of new products,
services, business strategies and even new
organizations.
• Kano Model – Threshold, Performance &
Excitement
• What is Kano Model?
• Understanding and defining Kano Chart
methods.
• Kano Model Exercise – Creating the
“WOW” Factor
• Delighting your customer – “The Magical
Moment”
5. Fourth Discipline- Measurement
• After you design (or redesign) customer
interactions, you need to determine whether
they’re having the effects you intended.
• Quantify customer experience quality in a
consistent manner across the enterprise and
deliver actionable insights to employees and
partners.
• Outside-In enterprises create team structures
and skill sets aligned with successful customer
outcomes.
• By the way, the key to success is knowing the
how to migrate from the silo thinking
functional specialisms quickly and seamlessly
to a new operating model, that may indeed be
unique to your industry.
• Introducing Net Promoter Score, Customer
Satisfaction Score (CSAT) & Customer Effort
Score(CES)
6. Fifth Discipline - Governance
Customer insights and metrics are most
valuable when you use them to identify and fix
customer problems. To ensure that your
organization acts on these inputs consistently,
you need to proactively manage and oversee
customer experience improvement initiatives.
7. Sixth Discipline - Culture
To make sure that employees adopt all the above
disciplines and need to create a system of shared
values and behaviours that focus employees on
delivering a great customer experience
nationwide with the same KPI. Sustaining a
Customer-Centric Culture with Unique
Customer Experience proposition.
Course Expert Director
Santhakumaran Atmalingam • Pursuing Master’s Degree in social science (UPM)
• Bachelor’s in business administration (Hons) (UKM)
(Majored in Marketing)
• HRDF Certified Trainer (TTT/2930)
• Lean Six Sigma Black Belt (International Six Sigma Institute)
• Certified NLP Practitioner (NFNLP – USA)
• Certified Emergency Response & First Aider
• Certified Mold & Microbial Remediation and Removal
A. Santhakumaran (Santha) is based in Kuala
Lumpur, a Customer Experience (CX) thought
leader, keynote speaker, leader for training events in
South East Asia with a total of two decades of
corporate experience in multiple domains such as
property development, telecommunication,
international trade exhibition, customer loyalty
engagement with local and global organizations.
Santha has a decade of experience in advising
multinational corporations on customer acquisition
& engagement strategies, customer insights and
building customer-obsessed culture. Santha is a
highly sort after Customer Experience (CX)
Consultant in South East Asia simply because he
understands local culture better than others.
Santha leverages nearly two decades of experience
in customer experience, sales & marketing,
customer service and building great working teams.
His expertise includes customer journey mapping,
customer experience design, customer experience
measurement, design thinking, customer experience
maturity and future proofing businesses.
Prior to setting up Atmalink in the year 2008,
Santha was the Country Manager for Obelix
Networks Sdn Bhd and PT Obelix Indonesia
network engineering and solution provider in South
East Asia. Santha also has consulted a wide variety
of businesses in various industries and has seen how
customer experience management have a
significant impact on all business success. Santha
is now helping businesses and Customer Design
professionals to maximize their potential. His
ability to enlighten people in customer experience
has made him a good sort after customer experience
consultant in the region.
Santha has conducted training programs, consulting
and coaching for many well-known and reputable
organizations in Malaysia, Indonesia and Brunei
Darussalam. He has designed, developed as well as
conducted learning programs for thousands of
executives in numerous multinationals,
government-linked as well as business enterprises
in the areas relating to customer experience,
customer engagement, and sales. Some of his clients
are Bank Negara Malaysia, Bank Islam Brunei
Darussalam (Brunei), The Empire Hotel and
Country Club (Brunei), Bank Simpanan Nasional,
Giant Hypermarket, Siemens Malaysia,
Suruhanjaya Syarikat Malaysia (SSM), MAA
Group, Felda Global Ventures, UMW Group and
Pos Malaysia to name a few.
Currently, Santha is on a mission in creating
awareness and educating corporations on the
importance of Customer Experience in the Industry
4.0 era.
Customer Experience Manage ment (C XM) Design & Innovation Masterclass
Customer Experience Management (CXM) Design &
Innovation Masterclass 25-26 June 2018 (Payment of registration fees MUST accompany this form)
No Participants Name IC No. Contact No. E-mail
1
2
3
4
Price (RM) No. of Participants Total (RM)
Course Fee (Early Bird- Before 10th May 2018) ( ) RM1,980.00
Course Fee (Normal Price – After 10th May 2018) ( ) RM2,580.00
Total
COURSE REGISTRATION FEES – Please tick the appropriate box
• Registration fee includes morning teas, afternoon tea, lunch and certificate for all delegates
Agreement to terms and conditions on the next page: I wish to register for the “Customer Experience Management
(CXM) Design & Innovation Masterclass and acknowledge the registration terms including the cancellation policy.
• Email THE REGISTRATION FORM AND THE BANK IN SLIP TO: [email protected]
a) Please make cheque payable to “ATMALINK CT SDN BHD”. b) Bank details:
o BANK: MAYBANK BERHAD
o ACCOUNT NO: 512316116777
o SWIFT CODE: MBBEMYKL
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Atmalink CT Sdn Bhd (805595-T), Unit: 01, Jalan Chermai, Off Jalan Tepi Sungai, Taman Wangi, 41100 Klang, Selangor,
Malaysia Hotline: +6019-3819664; www.cxpert.asia ; [email protected]
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General Terms and Conditions.
1. Registration Fees
All participants must pay the registration fee prior to arrival at the seminar/course/conference venue. Participants
are also advised to have a copy of their payment slip when going to the registration desk at the
seminar/course/conference just in case they are requested to show proof of the payment upon their arrival.
2. Cancellation Policy
Registration cancellations must be notified in writing by email to the Atmalink (Email:
Cancellations received 15 working days prior the first day of the seminar/course/conference will receive a refund
of registration fees less an administration charge of 10% of the Conference fee. Cancellations made after, as well
as 'no shows', are liable for the full registration fee. Participants must make sure they receive an acknowledgement
of their cancellation from the Atmalink Executive Office. Only this will confirm that their request has been
received and processed.
3. Liability
The Atmalink reserves the right to amend any part of the seminar/course/conference programme if necessary at
any time. Atmalink will not accept liability for damages of any nature sustained by delegates or accompanying
persons, or loss of, or damage to their personal property as a result of the seminar/course/conference or related
events. In the event of industrial disruption or other unforeseen circumstances, Atmalink accepts no responsibility
for loss of monies incurred by delegates. Delegates should make their own arrangements with respect to personal
insurance, along with travel insurance.
4. Personal Insurance
Atmalink is not responsible for healthcare, dental and ambulance services during its seminar/course/conference.
Atmalink strongly recommends that participants take out comprehensive medical and travel insurance, which
should cover the possibility of flight cancellation due to strikes and other causes. Therefore, Atmalink and its local
co-organizers accept no responsibility of any nature whatsoever for personal injury, death, loss or damage to
property or participants however caused or arising.
5. Privacy Legislation
In registering for Atmalink seminar/course/conference, relevant details will be incorporated into a participant list
for the benefit of all delegates. Normally this information would be name, surname, institution, country and email
address. These details may also be available to parties directly related to the seminar/course/conference including
the venues and accommodation providers. Atmalink may use these details to inform current participants of
seminar/course/conference updates or future conferences via email. Participants are responsible for advising
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list or Atmalink’s distribution list for future events.
6. Filming & photography
There will be a professional photographer and video production taking place during the seminar/course/conference.
Participants to this seminar/course/conference consent to filming and sound recording as members of the audience.