Customer Experience Management (CX) Masterclass (2 days course)

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Program Description:

The program is designed for those who want to develop their understanding of disciplines, tools, techniques and methods in Customer Experience Management. This will give you a solid foundation for managing customer experience. Introduces practical tools as frameworks of the concepts. Topic exploration exercises participants to internalize the key points.

Program Outcome:

  • Gain an understanding of Customer Experience Management
  • Knowledge of best practices for cultivating a customer-focused culture
  • Gain knowledge on new processes and tools to improve customer experience
  • Design and implement voice of customer programs
  • Creating customer journey mapping & improvement
  • Identify key CX metrics
  • Define a customer experience strategy

Duration & Method:

In-class – 2 days


The program is designed for people who have responsibilities in customer experience journey, includes: marketing, branding, CX, CRM people – in middle management or senior level.

Learning Methodology

This program will be delivered by combining various experiential learning methods

  • Short Presentation: to introduce concept, framework and theories.
  • Video & Multimedia: to inspire and build understanding.
  • Assessment exercise: to assess the readiness and resources needed.
  • Small group exercise: to internalize concept and framework.
  • Case Study: to better understand basic concept.
  • Interactive Discussion: to enrich knowledge and understanding.
  • Learning diary: to summarize understanding of materials.
  • Evaluation: feedback and learning gain.

Where & When

Nov 05 to 06, 2018
08.30 AM – 04.30 PM

Aston Priority
Jl. Let. Jend. T.B. Simatupang Kav.9, Kebagusan, Jakarta Selatan, Indonesia

Course Leader

 Aina Neva Fiati SE, CCP, PCRM

Training Fee

IDR 5.500.000
Registration before oct 30

Normal Price
IDR 8.000.000 per person
exclude VAT

Register Here! 

Customer Experience Management (CX) Masterclass


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