Henley : Customer Experience Management (CEM)

Henley : Customer Experience Management (CEM)

The importance of understanding and managing customer’s is rapidly increasing as customer’s become more knowledgeable and involved through technology and social media.  Organisations need to understand customer expectations in order to proactively address and respond to their needs.
 

Benefits

Delegates will take their thinking and understanding of customer service to another level through experiential learning.

Who should attend

All organisations dealing with customers; Heads of Customer Service and Customer Experience departments; Customer Service Managers and business owners.

Structure

The following topics will be covered:

• What is customer service and customer experience all about and how to evolve service to experience
• Practical customer experience immersion
• Understanding the elements of customer experience
• How to measure customer experience
• Customer value

Dates and Venue

TBA

Fees

R9,850.00 excl. VAT.