Customer Experience Management Masterclass - Event Report


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Customer Experience Management Masterclass - Event Report

  1. 1. RIP
  2. 2. Customer Experience Management Masterclass Event Report
  3. 3. Customer Experience Management participants like to recommend gripel to peers
  4. 4. trainers profile Trainer helps organizations deliver superior customer experience, transform businesses & execute business strategy. Neil has served in various leadership capacities in organizations like HSBC, Bank of America, Whirlpool Corporation, Standard Chartered Bank & TVS Motors. During his tenure, he has led a wide variety of enterprise-level change deployment programs in manufacturing & service environments. Trainer is Consulting Vodafone, Barclays & PepsiCo. 4.2 4.3 4.1 Training Content Practical Usefulness Presentation Style *Trainer Ratings @ Gripel Customer Experience Management Trainings. Average of data points
  5. 5. Areas of Specialty of the trainer: Benchmarking, VOC, Research, Complaint Management, Operations Management, Strategic Planning, Performance Management, Process Optimization, Process Planning, Six Sigma, Lean, Hoshin Kanri, TQM, Industrial Engineering Techniques, BPR, Business Transformation, Balanced Scorecard, Triz, Process Management, Automation & Robotics, Innovation, BPM, TPS, JIT Kaizen, Re-engineering, Product Development, DFSS, Business Excellence, Customer Service, Transition, Project Management, training etc. Neil is a certified Six Sigma Master Black Belt. He has hands-on experience implementing Hoshin Kanri, Balance Scorecard, LEAN, TQM, innovation, Theory of Constraints, Knowledge Management, process planning, industrial engineering methods like MTM.
  6. 6. Companies Participated @ Customer Experience Management Masterclasses
  7. 7. Customer Experience Management participants are middle to senior management “Network with poke minded diverse individuals” Vice President HR, Hutchison Global Services
  8. 8. Key Sessions Line Up 01 : Customer Satisfaction to Loyalty 02 : Branded experience for customer engagement and loyalty 03 : Customer Value Chain across life cycle 04 : Customer Journey Mapping 05 : Customer Experience Strategy Framework 06 : Integrating CE Strategy with Organizational Strategy 07 : Building Customer Experience Culture 08 : Account Management & Mining 09 : Listening to Customer & VOC gathering methods 10 : Customer Experience Measurement & Metrics 11 : Building CE Capabilities in Process, Product, People & Technology
  9. 9. Online Pre Course Questionnaire
  10. 10. Participants Expectations & Challenges • Understanding the elements of customer experience across various touch points in customer life cycle • Creating a positive impact during each and every interaction. • Managing Customers in a professional way • Getting to know latest trends of customer management • Learning about CRM • Measuring customer satisfaction levels - Different Ways • Improving Customer Management • Identifying a Customer ( Both Internal and External), customer requirements & handling various customers • Practical understanding of how to create better customer experience within the organization • Managing Customers experience in present situation • Handling regulation, simplification and promotion together • Identifying the correct requirement of the customer • Managing different type of customers • Improving attitudes of subordinates • Strengthening CE within the org. • Customers are demanded very new things immediately.
  11. 11. Sessions Graphs Based on Inputs X Axis – Sessions Y Axis – Level ( 1 – Low, 2 – Medium & 3 – High )
  12. 12. Sessions Interest Graph – High to Low
  13. 13. Sessions Knowledge Graph –Low to High
  14. 14. Sessions Relevance Graph – High to Low
  15. 15. Focus Sessions Graph Derived
  16. 16. Focus Sessions Derived
  17. 17. Focus Sessions Derived 01 : Customer Experience Strategy Framework 02 : Building Customer Experience Culture 03 : Building CE Capabilities in Process, Product, People & Technology 04 : Integrating CE Strategy with Organizational Strategy 05 : Customer Value Chain across life cycle 06 : Customer Satisfaction to Loyalty 07 : Customer Experience Measurement & Metrics 08 : Branded experience for customer engagement and loyalty 09 : Customer Journey Mapping 10 : Listening to Customer & VOC gathering methods 11 : Account Management & Mining *Focus Sessions shall vary from event to event as per the participants feedback.
  18. 18. Case studies of clients interests for trainer considerations Aditya Birla Dell HUL Microsoft Target Airtel DKV IBM MMT TATA Amazon Emirates ICICI Lombard MRF Tata teleservices American Express Facebook Ikea NBD Tesco Apollo Fedex Indigo New India Assurance Toyota Apple Flipkart Infosys Oracle TVS Bank Fidor Future Group ITC Reliance Unilever Britania GE KFC Ritz Carlton Volvo Carrefour Google Mahindra Singapore Airlines Walmart Credit Bureaus HDFC Ergo McDonalds Starbucks Zappos HINO Taj Hotels
  19. 19. Content On Demand + GRIPel Event Presentation CD GRIPel
  20. 20. testimonials "The Customer Experience Management session is very good. We learned good things & practices. Learnt the Customer Experience Model, workout the Customer Experience framework & developing Customer Journey mapping” GM, Sri Lanka Telecom PLC "The benefits gained by attending the training was understanding concept of Customer Experience Management & Implementing Customer Experience Management" Chief Regional Officer, Sri Lanka Telecom PLC "Benefits gained were latest trends, new approaches & applications of top companies" Engineer, Sri Lanka Telecom PLC “Good mix of speakers, understand customer gap analysis & social media” Head Service Operation, Honeywell "The training is rich in putting a perspective to the customer centric strategy. I would definitely recommend this course by Neil" Chief Customer Officer, Tech Mahindra Ltd
  21. 21. “Neil is a great trainer. I particularly liked the visual approach with real life examples” Head - Contact Centre, Cox and Kings "Well presented & meaningful content relevant to the needs of understanding & managing the customer experience" Consultant Customer Experience & Corporate Communications, Max Hypermarket India Pvt. Ltd. "The best action tutorial covering customer experience in synchronize with current trends & industry" COO, Shivalik Ventures Pvt. Ltd. "Overall the training workshop was well organised & conducted. Good understanding of Customer Experience Management ( CEM ) & measuring CEM" Senior Manager - Retail Operations, Godrej Interio “Topics covered during conference are good. Developing good leaders to become high performers, customer service approach to achieve customer intimacy & designing service activities as per customer needs” Sr. Manager Customer care, Mahindra & Mahindra Ltd (FES )
  22. 22. "Techniques for measuring Customer Experience Management, examples in Customer Experience Management, crisp & not heavy for participants" Associate Vice President Operations, SBI Life Insurance "Understanding tools for improving Customer Experience, content & organisation was did well” Associate Vice President Marketing, DLF Pramerica Life Insurance "A understanding on Customer Experience & customer touch point mapping" Assistant Vice President Operations, Future Generali India Insurance "Neil puts in a lot of energy & passion & does great research to make his session engaging & easy to remember. Happy with his session" General Manager Customer Service, Future Generali India Insurance “Interesting. One can easily connect this to the workplace” Head Customer Care & Channel Support, TATA Motors Finance “Good videos, Insights on performance contact centre & Idea storming” Sr. Manager Customer Service, GE Capital "Content is better & I believe we have packed much of the content for two days event" Senior Manager Customer Insights Process COE, GE Capital “The presentations were in sync with the requirements. Client satisfaction measurement tools, management skills & good practices” Vice President, IIFL Wealth Management Ltd.
  23. 23. “Very well conducted workshop. Connecting with other professionals in the field” GM & Head – Admin & Facilities, GMR Delhi International Airport “Good, Speakers have done well” AGM Service Quality, GMR Hyderabad Airport Ltd. “Good Speakers, excellent job knowledge & interesting sessions” Manager Training, GMR Hyderabad International Airport “The program was interactive and informative. It added a lot to my professional needs” General Manager (C.S.S ), Kirloskar Brothers Ltd. "Now we will have our strategy for customer experience “ Service Manager, Kirloskar Brothers Ltd "Very interesting, active & informative" Marketing Business Development Manager, Kirloskar Ferrous Industries Limited “Nice way to neater some implement of untamed retention. Keep it up and organize this kind of program “ Sales & marketing, Valvolive Cummins Ltd “This training is very useful to have insights in what goes in retail marketing for customer service & well organized” GM Service, Escorts Ltd.
  24. 24. "The program was very useful with lots of tools & examples. Well done!" DGM - Quality Assurance, Fieldfresh Foods Private Limited "Three benefits were how to measure customer satisfaction, understanding customer needs / expectations & help customer take decision in your favour" Corporate Chef DGM - New Product Development, Fieldfresh Foods Private Limited "Understanding the customer requirement in detail, customer satisfaction model & analysis techniques" DGM - Manufacturing, Fieldfresh Foods Private Limited "Benefits gained were customer loyalty scale / measuring. Video references were good" Key Accounts- B2B Sales, Fieldfresh Foods Private Limited “Very relevant topic content; brought close the customer expectation from this program” Product Manager, Sanofi Pharma Ltd. "Understanding on customer touch point, customer journey mapping & customer behavior. Concepts like customer journey mapping was good" Franchise Marketing Manager , Sanofi Pasteur India Pvt. Ltd. "Refresh upon CRM Concepts & a few pointers can be implemented in the business" Franchise Marketing Manager, Sanofi Pasteur India Pvt. Ltd.
  25. 25. about gripel Gripel ( ) is a premier Business Information provider, delivering strategic insights & business information by producing & promoting Conferences, Trainings & Business Events for senior decision makers in corporate business. Formed by a team of experienced yet young and enthusiastic individuals in the industry, Gripel promises to give its clients world class services in business information Solutions. Gripel brings with its name a combination of innovation, creativity, trademark quality, finesse, excellent client service and perfect execution. 400+ corporate clients: gripel conferences & trainings: contact: +91 9920449865 or
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