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In a globally connected world, customers desire convenience and accessibility through the use of digital platforms, alongside the offline touchpoints. In this course, participants will explore multi-faceted ways to connect with customers and keep them delighted by capitalising on a 360 degree view of customers. They will also consider effective ways to influence the Customer Experience through emotional motivators in customer’s decision-making process to level-up their organisation’s competitiveness.
This course prepares service professionals to lead and participate actively in customer experience innovation. Through classroom learning, participants will reflect on customer journeys and go through a sensoric experience, exploring factors such as music, colours, spatial design etc. that can influence customers’ perceptions and moods.