4. Expectations
O Intern: from the hosting LC , from the NGO,
school or company
O EP: from the EP manager,
O Member: from the LC in terms of your
team(TL) and your development
6. CEM in businesses
O Customer experience management (CEM)
is the collection of processes a company
uses to track, oversee and organize every
interaction between a customer and the
organization throughout the customer
lifecycle. The goal of CEM is to optimize
interactions from the customer's
perspective and, as a result, foster
customer loyalty.
8. Over the past several years, Customer Experience Management
(CEM) initiatives have gained in popularity, involving an
assessment of a customer's entire journey as he or she touches
and interacts with a company's brand, associates,
technology, services and channels.
reduce risk
fewer total resources
• customer satisfaction,
• loyalty-relationship-building,
• reduction of costs associated with customer
care
14. XPP is:
• Part of the International Compendium
(Supporting document X)
• Stating definition, criteria and process of
Exchange Programs (GIP & GCDP)
• To standardize and ensure the quality of
Programs we deliver
XPP Explanation
15. ▪ Minimum 6 weeks to maximum 78 weeks
▪ Meet the national and local legality
▪ Have a hosting organization which provided a clear legal status
▪ Minimum working hours, 25 hours for GCDP & 40 hours for GIP
▪ Under 30, within 2 years after graduation 36 months of exchange
▪ NO placement in a country where the EP lived 2 years within the last
10 years
▪ Exchange involves another organization as a major partner or
employer of EP
▪ (GIP only) EP is supervised by a full-time employee of TN
Program Criteria
16. Sending LC Hosting LC
O Provide Basic AIESEC
Knowledge
O Intern Goal-Setting
O Culture Shock
Preparation
O Train on the Exchange
Program Policies
O Urge EP to purchase
health/travel insurance
O Send Link to Reception Wiki
O Provide Visa Assistance in
terms of policy
O Provide relevant visa and
labor law information
thorough Reception Wiki or
other way
O Send key contact
information/address
O Send key information on TN’s
expectations
O Arrival pickup and bringing
the EP to the first day of
work
Delivery Standard
17. • The amount and form of salary provided to the EP
• Accommodation, and its exact condition (such as single
room, host family)
• Accommodation, transportation, insurance and visa cost
payment responsibility
• Other living conditions, if any, (such as providing food) and
necessary costs for both hosting organization and the EP
Quality Standard
20. Net Promoter Score
What is a Net Promoter Score?
“ How likely are you to recommend your experience to a friend
or a colleague?”
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters
21. Net Promoter Score
NPS = % of promoters - % of detractors
Example
25/100 promoters - 45/100 detractors = -
20 NPS
Scale: -100 to +100
22. When is NPS sent?
O Eps → Matched, Realized, Complete
O Interns → Match, Complete
O Members →December , June
28. NPS for members
View email in your browser.
Dear {{ record.person.first_name }},
In the past 6 months you experienced or have been experiencing our {{ record.segment_a.segment }} in one or more roles.
We are passionate about providing impactful and relevant experiences to young people. To ensure that we can continue to do so, we
are reaching out to you for feedback.Click here to fill the feedback survey.
We promise it will only take a couple of minutes!
If you have any questions or queries, drop us an email on feedback@ai.aiesec.org, and we'll get back to you.
Regards,
AIESEC International
29. Which of the expectations that
you have set in the beginning
do we cover as AIESEC?
31. O TN flow
O Call
O Visit
O Follow up
O Raise
O Promote TN
O Interview
O Selection process
O Matching
O Forward the EP to
CEM Team
O Preparation
O Delivery
O Partnership
management
O EP flow
O Promotion
O Application
O Selection Process
O EP contract
O EP Fee
O Raise form
O AIESEC Induction
O Preparation
O Matching
O Integration in LC
O Servicing-Evaluation
O Showcasing Impact
O Re-integration
32. Evaluation time
O OGX,ICX: How do you contribute in CEM
in each stage?
O CEM: What do you expect from the other
members to do in order to contribute to
your work?
33. Now as members…
O Evaluate your XP so far in terms of
1.Team experience
2.Development
34. Improvement time
O Check again the TN and EP flow and the
XPPs based on safety, standard,
satisfaction .
O What more can you do in your
everyday life in AIESEC to improve the
CEM processes?
35. But think of all the LC…
O Let’s introduce CEM team
36. Golden Rules
O Put yourself in others shoes
O Take the responsibility of the XPs that
we offer
O Drive your own XP
O Complete NPS survey!!
