Academy for Continuing Education (ACE)

Customer experience is ever so important for any business to successfully attract, retain and grow the relationship with valued customers.

This training will provide you insights into the world of customer experience and using the tool of journey mapping to view and understand customers. Through the correct use of customer journey maps, you will have a ‘big picture’ view of the customer experience and uncover magical or miserable moments of truth throughout the customer journey. It also helps you to reveal opportunities to better meet customer needs and ultimately differentiating your business with a better customer experience strategy.

In this hands-on course, you will discover how to use customer journey map to understand customer behaviours, actions and emotional motivations across different touch-points of your business.

Learning Objectives

By the end of the course, participants will be able to

• Understand the benefits of using Customer Journey Map and the impact on customer experience.
• Examine the different elements of a Customer Journey Map
• Create a Customer Journey Map

Who Should Attend?

Customer experience professionals, service design and operations professionals, as well as individuals interested in Customer Experience strategy and Customer Journey Mapping

Entry Requirement

Participants are expected to have basic knowledge of customer experience and service management.

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.

Course Dates

Click "APPLY NOW" to check available course dates and to register.

Course Duration

1 day (8 hours, including breaks)

Course Venue

This course is conducted at Republic Polytechnic campus @ Woodlands.

In view of the COVID-19 situation, the course will conducted online to meet Safe Management Measures unless otherwise stated in the application portal.