HKPC Academy

Customer Experience Essentials (vLearn Programme)

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Course Information

Registration period
Year-round Recruitment
Price
HKD 700
Course Level
Study Mode
Duration
1.50 Hour(s)
Language
Cantonese
Location
-
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Course Overview

Learning Outcomes

  • Participants will learn the fundamental knowledge of customer experience and understand how to create values from practising it.
  • Inspires participants that good customer experience can be simple yet powerful; everyone can play a part to make a difference.
  • Engages everyone on idea crowdsourcing exercise to gain momentum of discovering, learning and appreciating customer experience.Introduces some popular tools e.g. CJM, pain-points and opportunities, etc.

Training Methodologies

  • Around one hour online training program for everyone to learn customer experience anytime, anywhere.
  • Experience Archetypes®: a framework adopted in the program to understand and appreciate customer experience from psychological perspectives for both customers and internal customers.
  • Idea Hunter portal: for participants to collect, appreciate, and share ideas. A digital Idea Box is therefore built for continuous inspiration flow.

What You’ll Learn

Programme Contents

  • What is Customer Experience?
  • Why should we care about it?
  • What makes a great customer experience?
  • Best practices of value creation through customer experience (depicted by Experience Archetypes®)
  • What is Customer Centric?
  • Who are the customers?
  • The customer experience journey
  • Value creation through discovering pain-points and opportunities
  • The “Internal Customer” in customer experience
  • Participants’ roles in practising customer experience (for both external and internal customers)

Post-course Optional Sessions
(Post-training tool upon corporate request at additional fee)

  • When idea is king and we are the Idea Hunters
  • Idea Hunter app and platform demo and tutorial (Digital Innovative Idea Box for Organization Development)


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