[T-ASSIST Funding] Customer Experience Management Masterclass (2 Days)

Updated: Jul 15


Workshop Summary


In today’s digital disrupted environment, winning companies innovate continuously because of their customer centric, design thinking culture, integrating the customers’ needs with technologies for a personalized great customer experience.


At the end of this 2-day workshop, you will learn how to adopt a holistic strategy for the Customer Experience Management via design thinking and agility.


There are 3 key business benefits that you will derive from this workshop:

1. Nurture customer-centric product/service innovation

2. Remove pain points in the customer journey

3. Learn what not to do


Workshop Outline

  • Recognize and anticipate customer demands and needs

  • Establish a Customer Engagement Strategy and measure efficiency

  • Identify opportunities to improve service delivery and/or user experience

  • Design an excellent Customer Journey

  • Learn main phases of Human Design Thinking

  • Face rapid change with Agility

  • Define a service operation Plan, Process and Milestones

  • Influence, Empower, Co-plan with partners and stakeholders

  • Measure ROI and performance, Set KPIs


Who Should Attend

This course is suitable for anyone in Marketing, Product/Innovation, Customer Success, HR, Operations, Sales role in their organization, as well as Customer Experience role or anyone who would like to gain practical working knowledge in this area of Customer Experience strategy.


Course Details

  • Date: 20 - 21 Aug '20 | 17 - 18 Sep '20 | 15 - 16 Oct '20

  • Time: 9:00am – 6:00pm

  • Venue: Online (Zoom)

  • Course Fees:



Trainer's Profiles

Alina Rusu

Alina has over 15 years’ experience working in large MNCs such as Vodafone, Adecco and Club Med. She is an energetic Learning and Development professional flexible to adapt and roll out content for a wide multicultural audience, thanks to her consistent skill growth and working experience in Europe and Asia Pacific. Her strength are in the areas of Experiential Adult Learning, Human Centred Design, Entrepreneurial Attitude, Sales, Train the Trainer, designing and implementing Learning paths.


Detailed Professional Profile – https://www.linkedin.com/in/alina-rusu-84902610


Click here to register for the masterclass.

About QED Consulting

More about the firm

QED Consulting helps organizations extract value from their digital marketing investments and is in the business of digital capability building. We bring together the best senior minds from Asia to collectively solve challenging digital, marketing, and communications issues on-demand. Through bridging the art of business with the science of digital, we deliver excellence.


Our consulting and training philosophy

The most effective consultants and trainers are practitioners - that is why our experienced practicing consultants each come with at least a decade of experience in digital and social media marketing communications. Our strategic counsel and training methodology comprise of mentoring, advisory, presentations, case studies, simulations, industry best practices and hands-on application to industry realistic exercises.


About Talent Assistance (T-Assist)

Talent-Assistance (T-Assist) is an initiative under IMDA’s Media Manpower Plan that aims to strengthen the media capabilities of the local workforce. Under the initiative, funding support is provided to eligible companies and individuals to encourage them to acquire deeper skills and competencies through a list of pre-approved media courses, focusing on courses at intermediate and advanced levels.

To build a strong core of media talents, T-Assist had been expanded to support all local workforce from April 2019.

Find out more at: https://www.imda.gov.sg/imtalent/programmes/t-assist


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