Improve your customer experience design and discover ways to attract, retain and grow the relationship with your valued customers through this course. You will get to learn about data driven customer journey mapping and participate in hands-on practice using your existing business use case.
You will get to experience a project-based learning approach and be guided by a mentor to ensure knowledge retention, while encouraging the development of practices that will enable you to enhance customer experience design.
Programme Structure
goKAT with Data Driven Customer Experience Design is ideal for companies with a specific problem statement or an internal company project which they wish to embark on in the area of customer experience.
- Phase 1: You will be part of a one and a half-day workshop which aims to deepen your understanding of data driven customer experience design and the use of customer journey map. There will also be sharing of case studies.
- Phase 2: For the remaining course duration, you will be grouped in a team of three. Mentors will be assigned to guide teams with their creation of a customer journey map and planning of the actionable outcomes.
To achieve effective learning, all goKAT participants/teams should have an outline of their problem statement before course commencement. You may consult the trainers on your project problem statement during training.
For individuals who wish to gain a broader perspective of customer experience and journey mapping, with no specific business-use case in mind, we recommend the one-day course:
Know your customers: Mapping Customer Experience and Journey.
Learning Objectives
This programme will enable you to acquire holistic skills to understand and review companies' customer experience using customer journey map, with data research methodologies/ techniques, key performance indicators, and action plans for practical execution and improvement.
By the end of course, you will be able to:
- Understand the fundamentals of customer experience and customer journey mapping
- Uncover and design customer experience using a customer journey map
- Apply customer data analytics and customer journey mapping to improve a company's customer experience design
Who should attend?
Small and medium-sized enterprises' owners, senior managers, and middle managers in the areas of customer management, experience, and service.
Entry Requirement
You are expected to have a minimum 'A' level/ Diploma or equivalent. You should also be proficient in English, and possess basic Microsoft Excel as well as internet research skills.
Certification
Participants will be awarded a certificate of completion upon meeting the 75% course attendance requirement.
For courses with assessment component, participants will be awarded the certification of completion upon passing the assessment. Otherwise, a certification of attendance will be issued instead upon meeting the 75% course attendance requirement.
Trainer's Profile
Jacinta Chua
Senior Lecturer
Capability and Industry Development, School of Hospitality
Republic Polytechnic (RP)
Jacinta holds a Masters in Business Communication and a Bachelor of Business from the Queensland University of Technology (QUT). She has over 15 years of work experience from various sectors such as Finance, Telecommunications, Media, Consultancy, and non-profit organisation, and her expertise are in the areas of Consumer Analytics, and Customer Experience.
As a full-time Senior Lecturer with Republic Polytechnic, Jacinta imparts her knowledge in Consumer Insights and Analytics, and Customer Experience by delivering modules in Customer Analytics, and Customer Relationship Management. Jacinta is also involved in various industry consultancy projects with companies from the health and wellness sector which she is passionate in. Jacinta believes that analytics should be fun and that everyone should possess the basic skills, especially in this day and age where data literacy is becoming a required skill.
A certified Six Sigma Green Belt practitioner, Jacinta possesses unique skills in understanding business problems by looking from both customer and organisational perspectives. These skills, coupled with extensive project experience, allow her to deliver a relevant learning experience to students and industry practitioners.
Queenie Lee
Conexus Senior Manager
Capability and Industry Development, School of Hospitality
Republic Polytechnic (RP)
Prior to joining RP, Queenie was with the attractions and arts industry, specialisating in functions of customer management and CRM system management. With keen interest in customer experience and the evolving trends in the industry, Queenie joined Republic Polytechnic (RP) to become a highly-rated trainer for both Pre-Employment Training (PET) and Continuing Education Training (CET) courses. With both her academic and industry knowledge, Queenie designs curriculum and train learners in her area of expertise - Customer Experience, Service Process, Customer Analytics and Customer Relationship Management (CRM).
As part of the Capability and Industry Team at the School of Hospitality, Queenie has led numerous industry consultancy and research projects spanning across industries such as Healthcare, Retail, F&B, Hospitality and Tourism sectors. She specialises in projects for customer experience management such as customer analytics, customer experience planning, customer journey mapping, customer satisfaction, net promoter score, RFM analysis and customer experience mystery audits, etc.
Queenie holds a Master of Business in Integrated Marketing Communications from Queensland University of Technology, Bachelor of Arts from National University of Singapore, and Advanced Certificate in Learning and Performance (ACLP). In addition, Queenie is a RP Certified Facilitator and Lesson Design Specialist, she is also a LEAN Six Sigma certified with Singapore Management University.
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).
Please click on the "Register" button to view the updated course schedule and fees on the Skills Training & Enhancement Portal (STEP).