CUSTOMER EXPERIENCE MANAGEMENT (CEM) Manage and measure customer experience in your organisation

Transcription

1 CUSTOMER EXPERIENCE MANAGEMENT (CEM) Manage and measure customer experience in your organisation

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3 Our Philosophy At Henley Business School we offer a deeply immersive learning experience. We call it Action learning and it s central to our philosophy. When delegates leave Henley, it s not just with the new knowledge and skills, it s also with different ways of thinking. Knowledge is only useful when applied to action, and when it can change thinking and problem solving. Our Vision We develop societies by building the skills, knowledge and ethics that build business, accelerate careers and create thriving organisations. Equipping business leaders with new knowledge and thinking has the power to transform companies, communities and societies through improved skills, job creation, wealth generation and growth. Jon Foster-Pedley Dean and Director for Africa 3

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6 WE Henley Business School Africa is the African arm of Henley Business School UK the oldest business school in Europe and part of the University of Reading. Founded in 1946, we now operate in 17 countries with 68 years of global experience in Executive Education. We ve had a campus in South Africa for over 23 years longer than many leading South African business schools. We re triple accredited by the three major international academic standards bodies which means we re regularly audited and subscribe to global best practise (AACSB, AMBA, EQUIS). BUILD THE PEOPLE Using measurement, the organization must know and understand what the current experience and expectations of the customers are. Once the customer experience is measured and understood, it can be managed. Why you need Customer Experience Management The purpose of this programme is to provide delegates with an understanding of the importance of managing the customer experience in an organization. To develop and conduct effective and efficient customer experience management, every person who works with the customer needs to understand the customer s needs and behaviour. The customer experience is much broader than quality and service and has over time evolved to include a number of elements and it is important to understand these elements. Many successful organisations use customer experience as a competitive advantage as good customer experiences, lead to customer value. 6

7 WHO BUILD THE BUSINESSES Who is it for? This programme is suited to delegates who have experience in dealing with customers and managing the front line staff who deal with customers. The most common roles include Customer Service Consultants, Customer Service Managers, Customer Relationship Representatives, Client Services Consultants and Call Centre Agents. What you ll learn Understand what customer experience is Understand the customer in the context of services marketing How to manage the customer experience in your organisation through measurement How to improve your brands customer experience Understand what customer value is and how it can differentiate your organisation What you ll get Through experiential learning, think about and understand the customer on a new level A way to apply your understanding of managing the customer experience in the workplace A means to use customer experience as a competitive differentiator 7

8 CEM PROGRAMME STRUCTURE WHAT IS CUSTOMER EXPERIENCE AND WHAT IS IT ALL ABOUT? THE ELEMENTS OF CUSTOMER EXPERIENCE HOW CUSTOMER SERVICE HAS EVOLVED TO CUSTOMER EXPERIENCE WHAT IS CUSTOMER VALUE? PRACTICAL CUSTOMER EXPERIENCE IMMERSION HOW TO MEASURE CUSTOMER EXPERIENCE ABOUT THE PROGRAMME DIRECTOR DR ADRI DROTSKIE Adri is the MBA Director of Henley Business School South Africa since 1 February She has year of corporate and academic experience, working for Transnet (8 years) as well as Head of the Customer Experience department at Absa, member of the Barclays Group (10 years) and being a senior lecturer and Head of the MCom (Business Management) programme at the University of Johannesburg (7 years). Adri is a strategist by profession, with skills in strategy development and implementation, action learning, scenario planning and systemic thinking. She has strong leadership and management skills and has experience in managing large teams, but also lectured on post-graduate programmes in contemporary management, history and philosophy of management, international business, strategic marketing and strategic management. She holds a PhD from the University of Stellenbosch, with the title Customer Experience as Strategic Differentiator in Retail Banking. 8

9 Let s Talk Henley Africa designs and delivers Open and Custom Executive Education Programmes and the Henley MBA to the Southern African region as well as the rest of Africa. Most of our workshops take place in Johannesburg, but we do present programmes in other African countries. To find out more: Call Pranisha Behary on: Or Pranisha: pranishab@henleysa.ac.za Or take a look at our website: Duration: 2 days Dates: February 2016 Venue: Henley Business School, Johannesburg Fees: R9, per person excluding VAT Payable on acceptance onto the programme, prior to commencement 9

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