Customer Experience Management Masterclass - Event Report by Gripel

1. RIP

2. Customer Experience Management
Masterclass
Event Report

3. Customer Experience Management participants like to
recommend gripel to peers

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. 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. Companies Participated @ Customer Experience Management Masterclasses

7. Customer Experience Management participants are middle to
senior management
“Network with poke minded diverse individuals”
Vice President HR, Hutchison Global Services

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. Online Pre Course Questionnaire

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. Sessions Graphs Based on Inputs
X Axis – Sessions
Y Axis – Level ( 1 – Low, 2 – Medium & 3 – High )

12. Sessions Interest Graph – High to Low

13. Sessions Knowledge Graph –Low to High

14. Sessions Relevance Graph – High to Low

15. Focus Sessions Graph Derived

16. Focus Sessions Derived

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. 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. Content On Demand
+
GRIPel
Event
Presentation CD
GRIPel

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. “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. "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. “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. "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. about gripel
Gripel ( www.gripel.com ) 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:
http://www.gripel.com/clients.html
gripel conferences & trainings:
http://www.gripel.com/events.html
contact:
+91 9920449865 or gripel@gmail.com

26. www.gripel.com