Embarking Customer Experience Due Diligence With Ground-Breaking Touchpoints Management
Overview
The establishment of competitive arena in future requires the organizations to change their culture. Instead of focusing on technical operation issues, they need to turn their concentration to the market and be customer-driven. In this workshop, Mr. Cesconi will guide you through the process in constructing the customer experience management foundation. Based on his wealth knowledge of customer experience, he will provide the key tools in touch point management to the participants to converse and implement in their organization based on successful and unsuccessful attempt stories. Mr. Cesconi also will walk you through the exact arena in developing customer experience strategy with excellent theory and practical session.
Workshop Format
We are specifically design this workshop to help organizations in identifying the complete picture of their customer experience operation and delivery with a full understanding of where their customers have issues. This workshop will impart the concepts and standards through theories, practical case studies, interactive discussions and practical sessions of customer experience due diligence based on accelerated learning concepts and application. This highly interactive workshop will bring you to a dimension of enjoyable learning with enriched audio-visual materials and experiential group dynamics to reinforce learning.
About the Workshop Leader
Our Facilitator : Mr. Federico Cesconi, Customer Experience Specialist, CustVox AG, Switzerland
Federico Cesconi has wealth knowledge of 10 years in customer experience management. He is currently the Customer Experience Specialist of CustVox AG, Switzerland in helping organizations gaining competitive advantage from data generating more revenues and decreasing costs.
He has served as Director of Customer Intelligence in UPC, Switzerland, Liberty Global Group where he had let a team of 15 analysts, managing business and customer intelligence supporting the top management key strategic decisions. This Winner of Gartner 1-to-1 Customer Experience Award 2008 has also extensive knowledge of customer experience management, working with clients from various industries such as telecommunications, banking, insurance and retail. His name is well-known in customer experience arena with the latest recognition in The Economist, year of 2010.
During his time in UPC Switzerland, he had successfully created and implemented a Customer Experience Dashboard based on Norton & Kaplan model deployed in some countries of Europe. He also had successfully launched a specific business intelligence and customer intelligence program - 'Changing For You', embracing the whole organization with strong focus on Customer Experience.
Testimonials of Federico Cesconi
“Federico Cesconi is a fantastic person to work with. Strong professional. I enjoyed working with him on the various projects we took on. Very positive attitude towards work. Ability to understand sales business problems and research based on data to support the decisions. Strong knowledge and creativity in CRM and CRM areas turning findings in campaigns and sales opportunity. Strong expertise in Customer Lifecycle Management process generating cross-, up- selling opportunities avoiding customer defection.”
Raymond Löhr, Vice President Sales, Cablecom
“Federico has a tremendous ability to recognise opportunities for applying technical innovation to drive business success. His enthusiasm and passion for predictive analytics - not as some esoteric technology, but as a key capability for enhancing business performance - come across clearly in his presentations, and excite everyone who hears him speak.”
Colin Shearer, Vice President, Strategic Analytics, SPSS Inc.
Corporate In-house Training Programme
If you have more than 8 delegates attending an in-house course, the savings to your organization can be huge since our corporate in-house courses are charged by the day, not per delegate. Therefore, you pay one rate regardless of the number of people you wish to train (subject to a maximum class size). For more information, please contact Ms. Kua Sin Yee at:
Tel : +607-225 4831
Email : sinyee.kua@toplink-asia.com