| Course
Title |
: Embracing
Digital Customer Experience
Management |
| Course
Duration |
: 2 Day
Workshop
: Online
workshop is delivered
in two days, two units each day between 10:30
am to 1 pm and 3 pm to 5:30
pm |
| Course Fee |
: Available
upon request (Write
to us at
info@tlcpak.com) |
| Course
Location |
: TLC
Office, Customer Onsite, and
Online |
|
: Online
workshop are delivered
in two days, two units each day between 10:30
am to 1 pm and 3 pm to 5:30
pm |
| Course Code |
: TN214 |
| Deliverables |
:
Comprehensive Student Guide and
Workshop Certificate |
This couse can
also be conducted
for customers at their premieses in Karachi, Lahore,
and Islamabad
PURPOSE:
The two-day
course is designed for those wishing to develop
their understanding of
best practice disciplines, tools, techniques and
methods in the field of
Digital Customer Experience being deployed across
the world.
Based around
real case studies and examples from multiple
industries, the course takes
delegates through a practical and actionable
approach to customer experience.
Most organizations believe they are focusing on
customer experience, but
in reality, they are delivering customer
experiences ‘accidentally’. Learn
how to implement a customer experience framework
to make the adoption of
customer experiences by using CX tools and
techniques.
A LITTLE
BACKDROP:
Every day
unsatisfied customers cost businesses a lot of
money. In fact, studies
show that 80% of customers will switch companies
after one poor service
experience.
The first
step to overcoming this subject is to admit that
you have room for improvement.
The second step is to measure customer
satisfaction to find out where you
currently stand.
THE
IMPORTANCE OF THIS
WORKSHOP:
By the end
of this course, you'll be able to:
Managing customer
experiences (e.g. capturing customer journeys,
identifying key performance
indicators, creating new solutions) across
multiple touchpoints and channels.
Understand
why Business Analytics is an integral component of
any CX platform, identify
key business drivers for the creation of Digital
Ecosystems and how Digital
Transformation can optimizing your Customer
Experience Management journey.
-
Learn why especially
Telco Industry lag behind most industries in
terms of Customer Experience
and the overall strategy in optimizing their
business CX strategy.
-
Research shows
that in most industries, there is a strong
correlation between a company’s
growth rate and the percentage of its customer
who are “promoters” that
is those who say they are extremely likely to
recommend the company to
a friend or colleague. Remember, unhappy
customers who can damage your
brand and impede growth through negative
word-of-mouth.
-
Learn why most
of the Self-Service options gets fail today and
the overall consequences
in terms of impact that it introduces in
lowering down organizational targeted
ROI and why happy customers are leaving the good
brand during the mid of
their customer lifecycle journey.
-
Understand what’s
the Future of Digital Customer Experience for
Businesses and related challenges?
-
Understand why
digital customer experience management has been
on the agenda for most
organizations lately but what is it and how can
it be used to improve perceptions
of brands, customer satisfaction and/or
profitability?
The
goal of this
course is to give and overview of the area and equip
the participants with
some of the tools that is useful to capture and
understand customer experiences.
We will discuss
what customer experiences and customer experience
management actually are
and which insights organizations need to collect
in order to better manage
experiences. In a nut-shell, the customer
experience is comprised of cognitive,
emotional, physical, sensorial, and social
elements that mark the customer’s
direct or indirect interaction with a set of
market actor(s). For this
reason, this course will also cover various ways
of conceptualizing, measuring,
and capturing customer experiences in order to
derive insights that result
in competitive advantage for their organizations.
TARGETED
AUDIENCE:
This course
is designed for people who have the responsibility
for any part of the
customer experience journey within their
organization that includes heads
of marketing and other marketing support
functions, marketing managers,
brand managers, CX managers and CRM managers.
This workshop
is equally ideal for customers including, IT,
Business and HR Leaders,
Strategy builders and Planners, Architects and
Business Analysts, Senior
Technology Managers, Teams Leads, Enterprise
Architectures and Project
Managers, Technical Writers and anyone who want to
equipped themselves
with the key knowledge of Digital Transformation
and Customer Experience
Management.
PREREQUISITES:
Participants
attending this workshop
should be familiar with basic Information Technology
(IT) and Security
concepts, basic business challenges and the role of
general IT infrastructure
technologies and their applications.
ABOUT THE
INSTRUCTOR
This workshop shall
be delivered
by TOGAF 9 Certified/IBM Certfied Infrastructure
System Architect and an
experienced trainer with 25+ years of career
experience imparting education
and training services both locally and
internationally and have worked
for international enterprise technology vendors
including IBM, Fujitsu,
and ICL. Our instructor holds various industry
professional certifications
in the space of enterprise servers and storage
technologies, Information
Security, Enterprise Architecture, ITIL, Cloud,
Virtualization, Green IT,
and a co-author of 10 IBM Redbooks.
COURSE
OUTLINE
|
List
of IBM AIX Operating System
List
of
IBM AIX Operating System
