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Customer Heartbeat™

Mastering a leading customer experience methodology and toolkit for building loyalty and improving bottom line performance

28 & 29 May 2012 - Royal Plaza On Scotts, Singapore

31 May & 1 June 2012 - The Mira, Hongkong


Why should you attend?

Today’s market place demands that brands seek to differentiate themselves from their competition not just through price, but by adding value to the customer relationship through the experience they offer. However, the reality is that companies will focus on cost reduction and process as easy wins, often to the detriment of the long-term customer relationship.

In the increasingly complex multi-channel digital world we are entering, it is very difficult for brands to navigate their way through this challenge. Delivering brand consistency at every touch point is a significant challenge, and requires proven tools and methodologies to help manage the customer relationship. This course will help frame the challenge for businesses considering investing in the customer experience, and provide the evidence and tools to give business confidence to continue to embrace the branded customer experience as a central part of their business strategy.


Key Benefits:

  • Examine current best practice thinking and trends on customer experience management through case studies of leading brands, including Orange, O2, Emirates, Inchcape, Disney, Sodexo, & Apple
  • Participants get to use the CGA Lens™ to position their individual brands and discuss how different brands compare and contrast
  • Join a ‘live’ exercise, Experience Safari to visit leading brands in the field to understand and diagnose how they are practically applying customer experience best practice
  • Learn about Customer Heartbeat™ - a leading customer experience methodology & toolkit for managing the end to end customer relationship
  • Explore the relevance of the unique ‘brand love’ index™ and how its insights will help you benchmark your brand against best in class operators
  • Learn how to develop engagement and trust across different customer communities
  • Participate in practical working sessions to diagnose and understand how to apply these insights to your own brand propositions
  • Develop a range of experience tools and techniques that can be quickly applied back into your own business

Who should attend:

This session will ideally suit management and teams who are engaged in customer experience management, transformational change, customer service development, customer experience management, team development and internal culture change.

Directors, Division Heads, Senior Managers, General Managers, Managers and specialists who are responsible for:

  • Customer Experience Management
  • Customer Loyalty and Satisfaction
  • Customer Relationship Management
  • Customer Care and Support
  • Customer Acquisition and Retention
  • Brand / Marketing
  • Retail Operations
  • HR
  • Business Transformation