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                        UID:56d47be0e4ac606cc5917f8c4238bf76https://gba-vietnam.org
                        DTSTAMP:20260502T141813
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                        SUMMARY:Members for Members Workshop: Customer & Employee Experience Management
                        DESCRIPTION:<p style="text-align: justify;"><a href="https://gba-vietnam.org/wp-content/uploads/2021/03/Email-header-GBA-Event-2021-1.png"><img class="alignnone size-full wp-image-18421" src="https://gba-vietnam.org/wp-content/uploads/2021/03/Email-header-GBA-Event-2021-1.png" alt="GBA Vietnam German Business Association Members Members" width="900" height="150" /></a></p>
<p style="text-align: justify;"><span style="font-size: 14pt;"><strong>Customer &amp; Employee Experience Management </strong></span></p>
<p style="text-align: justify;"><span style="font-size: 14pt;"><strong>– how to create fans &amp; engaged teams</strong></span></p>
&nbsp;
<p style="text-align: justify;"><strong>Thursday, 8 April at Deutsches Haus HCMC </strong></p>
<p style="text-align: justify;"><strong>R.S.V.P.: maianh@gba-vietnam.org</strong></p>
<p style="text-align: justify;"><strong>Member exclusive - limited capacity.
</strong></p>
&nbsp;
<p style="text-align: justify;"><strong>LEARNING OVERVIEW</strong></p>
<p style="text-align: justify;">This workshop will provide you with the skills and knowledge needed to understand Experience Management. We will focus on Customer and Employee Experience, explain the importance and give you a structured approach how to measure, manage and excel both for your customers and employees.</p>
&nbsp;
<p style="text-align: justify;"><strong>LEARNING OBJECTIVES</strong></p>

<ul style="text-align: justify;">
 	<li>Understand what is Customer &amp; Employee Experience (CX / EX)</li>
 	<li>Understand how to measure Customer &amp; Employee Experience</li>
 	<li>Practice steps to take to win fans and engaged employees</li>
</ul>
&nbsp;
<p style="text-align: justify;"><strong>LEARNING OUTLINE</strong></p>

<ul style="text-align: justify;">
 	<li>Why does experience management matter?</li>
 	<li>Experience vs. service happiness</li>
 	<li>How to measure customer experience</li>
 	<li>How to measure employee experience</li>
 	<li>Experience management cycle</li>
</ul>
&nbsp;
<p style="text-align: justify;"><strong>WHO WILL BENEFIT?</strong></p>
<p style="text-align: justify;">Everybody who deeply cares about customers and employees and would like to know how to stay closer to their experience with your company and how to systematically improve it.</p>
<p style="text-align: justify;">Carsten Ley – Founder, CX &amp; Agile / Project Consultant Asia PMO</p>
<p style="text-align: justify;">Carsten has an extensive international management career in business consulting, project leadership, customer experience and change management in Europe, Latin-America and South East Asia. He lived the last 9 years in Vietnam &amp; Myanmar working for the consumer sector in E-commerce (Lazada) &amp; Finance (Home Credit) running projects to simplify and excel value propositions, operational excellence &amp; customer services.</p>
<p style="text-align: justify;">He supported clients to measure their customer's experience, to implement experience management cycles for continuous improvements for customers &amp; employees. He further consults clients on Project, Agile Management &amp; OKRs to empower clients to succeed in fast-changing environments and fast-changing markets.</p>
<p style="text-align: justify;">He was recognized as “Top 150 Customer Experience Global Thought Leader 2020” an experienced speaker/event hosts for start-up, customer/employee experience and PMI conferences.</p>
<p style="text-align: justify;"><img class="alignnone size-full wp-image-18580" src="https://gba-vietnam.org/wp-content/uploads/2021/03/Invitation-Members-for-Members-April-2021-1.png" alt="" width="940" height="788" /></p>
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