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Amsterdam¡¡ May 28-29, 08 |
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| Registration deadline: May 14, 2008 |
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| Singapore |
Jul 23-24, 08 |
InterContinental, Singapore |
| London |
Sep 24-25, 08 |
Holiday Inn, London |
| San Francisco |
Sep 29-30, 08 |
Crowne Plaza, San Francisco |
| Sydney |
Nov 26-27, 08 |
Holiday Inn, Sydney |
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| The CEM Professional Certificate Program is designed and delivered by 15 GCCRM International Partners from North America, Europe, Asia Pacific and Greater China. The program has proven success in the market for its international track record, rich content and the complementary expertise offered by different trainers. Since 2006, the program has been held in 5 countries for 11 times, and it will be launched in 3 more new locations in 2008. |
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The essentials of successful customer experience management |
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To plan and implement effective customer experience management strategies
and initiatives |
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To apply relevant tools and models in designing the best customer experience practice
for your business |
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| Anyone who has management or functional responsibilities to deal with customers will
benefit from the course. In particular, you will likely be: |
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Department Heads of Marketing, Services, CRM, Customer Experience or Sales |
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Director/ VP / GM of customer management related units |
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Management Executives who take charge of corporate strategy planning and customer management development |
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Business Owner who sees CEM a critical differentiator for their business |
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| Donna Fluss |
Jennifer
Kirkby |
Jim
Sterne |
Simon Daisley |
Marco De Veglia |
Silvana Buljan |
Paul Greenberg |
Scott Macstravic |
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(UK) |
(US) |
(UK) |
(Italy) |
(Spain) |
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(US) |
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| Certificate endorsed by: |
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The Certificate of CEM (Customer Experience Management) will be given to attendees who successfully completed and pass the 2-day training session with the corresponding in-class exercise of six modules and one final assignment. |
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| Over hundred companies from 30 countries have sent delegates to attend the programs in three continents (Asia, Europe and the North America). |
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"It was terrific and invigorating to learn new concepts and become aware of skills and tools that are accessible."
Desirree Madison-Biggs, Director, Customer Experience, Symantec Corporation (U.S.)
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"Very valuable information and trainers were very willing to share their knowledge and expertise."
Kenia Johansen, Team Lead - Customer Experience Transformation, American Express (U.S.)
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"Picked up a lot of insights on initiatives that can be implemented in the area of CEM, very impressed to the program and the manner in which it was "managed" shows good practice of CEM by those who preached.
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Sandra De Zoysa, Group Senior Vice President, Service Delivery & Enterprise Contact Management, Dialog Telekom PLC
(Sri Lanka)
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"I enjoyed Sampson¡¯s sessions the best - he had a good balance of theory & practice examples. The biggest ¡°aha!¡± was the emotional curve - pleasure/pain peaks - and that you don¡¯t need to ¡°fix¡± each & every touchpoint. I can see how it can be practiced by my clients.
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Angeli Lambsdorff, Managing Director, Dentsuindio Inc. (Philippines)
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"The wrap-up was professional, allowed me to annotate my notes, and clearly re-iterated key items at a comfortable pace. The best wrap-up I have ever
experienced.
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Jonathan Ward, Region Service Quality Manager, MEAP, Baker Hughes INTEQ (UAE)
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"Very well experienced speaker, ideal balance of theoretical modules and practical use of cases. "
Ania-Virginia Kleinbichler, Director, Visitor Marketing, Messe Frankfurt Exhibition GmbH (Germany)
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"Intellectual approach with good real life examples, the trainers' passion and knowledge, and knowing that I will use what I've learned. "
Meg Hurley, Marketing Manager Australasia, Ansvar Insurance (Australia)
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"An outstanding performance and excellent course, absolutely professional. Great application of theory into practice, awesome, well done."
Martin Knollys, Provincial Service Manager, First National Bank (South Africa)
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"It is very good. It brings a new way of thoughts to the surface, makes a lot of things clearer for me."
Maria Varkevisser, Director, Retail Fusion (South Africa)
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"Very content rich, broad and thorough exploration of the subject."
Mark Grieves, Head of Customer Experience, OCBC Bank (Singapore)
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"Recommend to senior management who needs to appreciate the concept well and drive accordingly."
Lim Siew Ping, Senior Manager, Branded Customer Experience, StarHub (Singapore)
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"I have been in the call center industry for quite sometime and I thought there¡¦s nothing more to learn until now (taking this program).
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Marco Ogsimer, 800 TeleServices
(China)
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"The 'aha' moment was the topic of Sampson's Peak (-end Rule), Emotion Curve and Pain. It totally made me feel better that our organization need not be perfect."
Jeanette Beltran, Global CRM Director, ABS-CBN Global (Philippines)
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