Service Design (SD) for Retail 360 Customer Experience with CX and UX (SCTP module only)
About This Course
In today’s competitive landscape, delivering exceptional customer experiences has become a fundamental business imperative, critical to driving growth and customer retention. This programme is designed to equip professionals with the tools, methodologies, and mindset needed to create seamless, customer-centric experiences that drive business success.
This programme dives deep into the principles of Service Design (SD), integrating Customer Experience (CX) and User Experience (UX) strategies to provide a holistic approach to designing services that truly resonate with customers. Whether you are a business leader, designer, marketer, or innovator, this programme will empower you to transform customer interactions into meaningful, memorable experiences.
What You'll Learn
Identify the importance of an effective customer service knowledge base.
Analyse the importance of a well-structured knowledge base and Experience Journey Map in improving customer experience.
Develop skills to oversee the identification and prioritization of data in accordance with compliance requirements.
Apply critical thinking skills to determine the most suitable parties to involve in specific customer service scenarios.
Monitor and evaluate customer service knowledge base, address compliance issues, and assess improvements.
Entry Requirements
-Age 18 years old and above
-At least 2 years working experience
-Able to read, write and speak in English (WLPN Level 4 and above)