Customer & Employee Experience Management

– how to create fans & engaged teams

Thursday, 8 April at Deutsches Haus HCMC 

R.S.V.P.: maianh@gba-vietnam.org

Member exclusive – limited capacity.

LEARNING OVERVIEW

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.

LEARNING OBJECTIVES

• Understand what is Customer & Employee Experience (CX / EX)
• Understand how to measure Customer & Employee Experience
• Practice steps to take to win fans and engaged employees

LEARNING OUTLINE

• Why does experience management matter?
• Experience vs. service happiness
• How to measure customer experience
• How to measure employee experience
• Experience management cycle

WHO WILL BENEFIT?

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.

Carsten Ley – Founder, CX & Agile / Project Consultant Asia PMO

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 & Myanmar working for the consumer sector in E-commerce (Lazada) & Finance (Home Credit) running projects to simplify and excel value propositions, operational excellence & customer services.

He supported clients to measure their customer’s experience, to implement experience management cycles for continuous improvements for customers & employees. He further consults clients on Project, Agile Management & OKRs to empower clients to succeed in fast-changing environments and fast-changing markets.

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.