Innovate the Customer Experience (Service Innovation) (16 hrs)

Course Code: CRS-Q-0039658-RET

This course covers the knowledge and application skills in identifying the elements that form customer expectations so as to provide the desired customer experience that is in line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations plan.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Interpret customer intelligence to determine desired customer experience
  • Innovate the desired customer experience in line with the organisation’s vision, mission and values
  • Translate the desired customer experience into a service operations plan
  • Evaluate impact of desired customer experience

Interpret customer intelligence to determine desired customer experience

  • Collect customer intelligence from sources such as surveys, CRM systems, reports on customer personal and geographical demographics
  • Identify customer’s needs and expectations in relation to products and services

Innovate the desired customer experience in line with the organisation’s vision, mission and values

  • Define desired customer experience to include elements such as physical settings, five senses, policies, staff expertise and personalisation
  • Employ various methods to innovate the customer experience such as service blueprints, customer life-cycle maps, five whys and service prototypes

Translate the desired customer experience into a service operations plan

  • Define the operational objectives and service standards based on the desired customer experience
  • Identify the changes required in the processes and policies to deliver the desired customer experience
  • Provide the necessary support such as manpower resources, technology and physical environment

Evaluate impact of desired customer experience

  • Establish criteria for evaluation, such as customer satisfaction level and service quality measurements
  • Evaluate against benchmarks such as organisational requirements and industry / national indices

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Interpret customer intelligence to determine desired customer experience
  • Innovate the desired customer experience in line with the organisation’s vision, mission and values
  • Translate the desired customer experience into a service operations plan
  • Evaluate impact of desired customer experience
Course Contents

Interpret customer intelligence to determine desired customer experience

  • Collect customer intelligence from sources such as surveys, CRM systems, reports on customer personal and geographical demographics
  • Identify customer’s needs and expectations in relation to products and services

Innovate the desired customer experience in line with the organisation’s vision, mission and values

  • Define desired customer experience to include elements such as physical settings, five senses, policies, staff expertise and personalisation
  • Employ various methods to innovate the customer experience such as service blueprints, customer life-cycle maps, five whys and service prototypes

Translate the desired customer experience into a service operations plan

  • Define the operational objectives and service standards based on the desired customer experience
  • Identify the changes required in the processes and policies to deliver the desired customer experience
  • Provide the necessary support such as manpower resources, technology and physical environment

Evaluate impact of desired customer experience

  • Establish criteria for evaluation, such as customer satisfaction level and service quality measurements
  • Evaluate against benchmarks such as organisational requirements and industry / national indices
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for vice president, customer experience directors, regional directors, and marketing and communications directors.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $690.00
Nett Fee Incl. 7% GST : $738.30
Nett Fee after Training Grant* : $117.30 (SMEs) | $498.30 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $117.30

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
December 1, 2020 - December 2, 2020 (9:00 am - 6:00 pm) Register Now