Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
The era of engaged organisations in connecting to customers is here. As a result, organisations are compelled to establish a sturdy Customer Experience Management (CXM) framework to enable intimate customer engagement in all business areas and critical competitive differentiators.
Customer Experience (CX) has been around for over 15 years but is still considered a fancy name for Customer Service. However, CX has profound ramifications for organisations both laterally and vertically. CX is required today as an approach to which businesses leap above competitors and propel them to the highest echelons of industries and reap benefits that influence the bottom line. CX can only be made possible by ensuring every part of the organisation is customer-centric- Systems, Process, Environment and People.
This Certification educates the candidates to a robust CXM Framework, breaks down its components for direct application into organisations, and generates momentum to implement and manage the brand experience.
Practical application of the CXM Framework through the three sectors of:
This Certification educates the candidates to drive the existing CXM Framework tactically and break down its components for direct application into Organisations with the objective of “ENCOURAGE THE WILL.”
Practical application of the CXM Framework through the three sectors of:
Module 1: Service Mindset Change
Module 2: The Dweck Mindset Change Theory to Create Will
Module 3: Individual Commitment
Module 4: CX to SC Framework Alignment
Module 5: Service Culture Behaviours Throughout the Customer Journey Cycle
Module 6: Customer Insights Initiatives
Module 7: AI Augmentation and Applications in Contact Centre Training
Module 8: John P. Kotter’s 8-Step Culture Change Model
Module 9: CDEF Project Management Methodology
For Head of CX, CX Team, Brand ambassadors, Company service professionals.
This course can be conducted Physically and Online.
Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.
Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.
Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.
Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)
Content
100% customizable modules to match your organisation’s exact training needs
Methodology
Delivered in your preferred format, be it physical, online or a blended approach
No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com