Support Workplace Effectiveness: Promote Customer Centric Innovations
About This Course
At the end of the programme, learners will be able to:
• Adopt CENTRIC Framework to manage customer centric innovations
• Identify desired outcomes of human centred innovations and key drivers of innovation
• Apply convergent and divergent thinking techniques to develop new solutions
• Build deep understanding of customer by collecting data to gather insights
• Develop Customer Journey Map to analyse improvement areas to frame the problem statement
• Facilitate stakeholders to promote creativity and synthesising ideas to create new innovative services
• Apply visualisation techniques to develop concept or solution prototype
• Devise experiments to test concept-prototype
• Analyse metrics designed to measure impact of experiment
• Provide recommendations based on outcomes of experiments
What You'll Learn
Customer-centric innovation puts customers and their needs at the heart of everything a business does. It aims to create a positive customer experience before and after the sale to drive repeat business, brand loyalty, and revenue.
For many companies, customer-centric innovation is a key focus. Customers, who have so many choices and unprecedented access to information, now control the buying process. To be successful, organisations must make their customers an integral part of product and service development
The proprietary CENTRIC Framework is a 7step customer centric innovation framework:
- Consider - Customer Segment/ Persona
- Empathise - Customer needs and expectations
- Navigate - Customer Experience/ Point-of-Vew
- Transform - Address Challenges & Opportunities
- Run-through - Concepts & Prototype
- Infer - Data, metrics & KPI
- Commission - Solution Implementation
Entry Requirements
It is assumed that the participant’s should minimally possessed the following profile:
• Possess minimum of Diploma or equivalent level of education; or
• Be able to speak, listen and read English at a proficiency level not lower than the Workplace Literacy (WPL) Level 7; and
• Have more than 1 years or more of work experience; and
• Have at least 1 years’ experience in a supervisory or managerial role