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"A lot of bricks fell into place. I can clearly see how to start and run my CEM program!"
Sven-erik Gjertsen, Project Lead CRM, GE Money Bank (Norway)
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"It does (address my most critical needs). My immediate need is to sell the CEM project to executives - this course helps me to articulate the need"
Michael Gallant, Customer Requirement Manager, Trend Micro (United States)
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"I enjoyed Emotions and Loyalty (module). It shed new light on psychological effects on attitudes and behaviors. Touch-point management was also very helpful. Establishing a hierarchy helps when establishing our program to implement CEM."
Mick Martinez, The University of Texas at El Paso (United States)
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"The program discussed many high-level topics and considerations that will be beneficial in planning my CEM implementation"
Tom Brandon, Manager, Global Training & Certification, Trend Micro (United States)
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"Great thought-provoking experience! You take away a lot to start working on CEM."
Dirk Frans, Managing Partner, TOTE-M Business Architects (Belgium)
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"Emotion Curve is very practical and useful to apply!"
Brendan Finn, Marketing Manager, Vhi Healthcare (Ireland)
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"Thank you for giving me a foundation for my present / future journey towards effective CEM!"
Caroline Soegtrop, Customer Experience Manager, Air Transat (Canada)
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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.
"
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.
"
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.
"
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).
"
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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