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| CEM Implementation |
| For CEM implementation, it means delivering your designed experience to your customers via a set of multiple touch-points. This will require capabilities alignment across people, process and technology in a company. This module provides you a roadmap for implementation as well as measurement metrics to ensure that your CEM program is monitored and tracked to provide constant feedback for continuous improvement. |
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| Learning Objectives |
| This module will enable attendees to: |
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translate performance gaps into required capabilities |
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design implementation roadmap and set measurement metrics |
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develop a close-loop CEM management system |
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| Content Sequence |
| CEM Gap Analysis |
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Assess the current performance level of multi-channels touch-points |
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Identify the performance gaps between target and current experiences |
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Assess the performance gaps across multiple touch-points |
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Address the performance gaps with new core capabilities |
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| CEM Capabilities |
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People capabilities-change management, leadership, recruitment, training and perform |
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Process capabilities-business process stream-line, redesign and re-engineering |
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Product capabilities-pricing, costing, product development and product mix |
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Technology capabilities-software, hardware, platform, integration and compatibilities |
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| CEM Measurement & Metrics |
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Develop roadmap for phased implementations and pilot projects |
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Set performance metrics and key performance indicators |
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Monitor and assess the performance level of multiple touch-points in delivering target e |
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Measuring ROI of CEM |
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| Close-loop CEM Management System |
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Customer experience assessment and evaluation model |
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Customer experience strategy model (operations, branding, analytics) |
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Touch-point planning model (framework, tools) |
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Customer experience implementation model (designing and managing an experience-centric organization) |
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