Managing Risk and Customer Experience in Mergers & Acquisitions with AI

This course equips executives with the knowledge and strategies to effectively manage risks associated with mergers and acquisitions (M&As), with a specific focus on customer experience (CX) while leveraging Gen AI and AI tools in due diligence.

Course Details

Course Dates: 23 & 24 Jan 2025 
Closing date: 3 Jan 2025

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Duration:
2 days, 9.00 am - 5.00 pm 

 

Who Should Attend

Senior executives involved in mergers & acquisitions (M&As), risk management and daily business operations e.g. directors, VPs chief executive officers (CEO), chief expeirence officers (CXO), chief operating officers (COO), chief compliance officers (CCO), chief technology officers (CTO), chief data officers (CDO), chief financial officer (CFO) etc.  

Programme Outline

Learning Objectives

By the end of this course, participants will be able to:

  • Understand the importance of CX in M&A success 
  • Explore why and how to implement Gen AI initiatives
  • Identify opportunities to improve operational processes post-merger through innovation
  • Develop strategies for effectively managing innovation strategies during and after the M&A integration process
  • Create a reimagined and revitalized customer experience during integration post-M&A
  • Formulate strategies to address potential customer dissatisfaction and proactively manage CX risks post-merger
Day 1
  • The Customer Lens in M&A
  • AI-powered Due Diligence
  • Cyber Due Diligence
  • Customer Experience for Operational Process Improvement
  • Case Study
  • Expert Panel Discussion
  • Short quiz
Day 2
  • Leveraging Innovation in a Post-Merger
  • Reimagining the Customer Experience
  • Customer Recovery and Proactive Risk Management
  • Short quiz
  • Course Wrap-up & Action Planning
Assessment

a. Group discussion and presentation
b. Short quiz

Course Fees and Funding

Full course fee inclusive of prevailing GST

You pay
S$2,180

SkillsFuture Course Fee Subsidy (up to 70%)

  • For Singapore Citizens < 40 years old 
  • For Permanent Residents

You pay as low as
S$654

Mid-Career Enhanced Subsidy (up to 90%)

  • For Singapore Citizens ≥ 40 years old

You pay as low as
S$254

Enhanced Training Support for SMEs (up to 90%)

  • For SME - Sponsored employees

You pay as low as
S$254

The above module fee payable is inclusive of prevailing 9% GST. 
This course is not eligible for the $4,000 credit under SkillsFuture Credit (Mid-Career) top-up scheme.

Instructors

Francis Goh

Independent Strategic Advisor, Bain & Company
Chairman of the Board, Qinet.AI
CXPA Global Board Member & Asia Regional Leadership Council, Customer Experience Professionals Association (CXPA) 

Francis specializes in emerging solutions, breakthrough business models, and innovation. He has a proven track record of building high-performance teams and achieving remarkable results. His expertise in developing and deploying new go-to-market strategies across sales, operations, and resource management has consistently driven top-line growth and profitability. With a reputation for hands-on leadership and deep solution expertise, Francis has successfully helped clients across various industries in the Asia Pacific region.

For business executives looking to leverage innovation and Gen AI tools to address their business challenges, Francis offers a unique combination of strategic insight, practical experience, and proven results. His ability to establish core innovative business models and enhance brand positioning makes him an ideal partner in navigating the complexities of today's business environment.

Whether it’s through optimizing operations, enhancing customer experiences, or driving new revenue streams, Francis provides the expertise and guidance needed to achieve transformational success.

Policies and Financing Options

SSG Funding Terms and Conditions

Use of Personal Details

In consideration of the subsidy provided by SkillsFuture Singapore Agency (“SSG”) through the SUTD Academy for the Course,
 

I consent to:

The collection, use and disclosure to relevant third parties of my personal data by the SUTD Academy including but not limited to personal particulars, attendance records, assessment/performance records, for the following purposes:

  1. Reporting of national statistics and conducting of holistic continuing education training research and analysis;

  2. Facilitate the conduct of the relevant surveys and audits in relation to the Course;

  3. General administration of the Course including but not limited to processing of the subsidy provided by SSG;

  4. Publicity and marketing of the Course or other Courses to be provided by SSG or SUTD Academy; and

  5. SSG or its Appointed Auditors or Nominated Representatives to directly contact Course Participant to obtain information deemed necessary for the purposes of conducting effectiveness survey or audits in relation to the Course.

SUTD will have to claim the full course fee from participant who is unable to fulfil the SSG funding requirements stated below.

I agree to:

  1. Attend and complete all lectures, class exercises, workshops and assessments;

  2. Complete the Course feedback at the end of the Course;

  3. Complete the post Course survey sent about 3 to 6 months after class attendance; and

  4. Sign up for a personal email account.

SUTD Privacy Statement

For more information on SUTD's privacy statement, please visit https://sutd.edu.sg/Privacy-Statement.

SUTD Terms and Conditions

Methods of Payment

Learn more about the available payment modes.

Cancellation & Refund Policy

  1. If a written notification is sent to sutd_academy@sutd.edu.sg within 24 hours after course registration deadline there will be no cancellation charges. A full refund will be made. 

  2. No refund is provided if written notification is more than 24 hours after course registration deadline. SUTD Academy reserves the rights to collect the full fee amount from the participant.

Replacement Policy

Companies may replace participants who have signed up for the course by giving a 3-working day notice before the course commencement date to sutd_academy@sutd.edu.sg. Terms and conditions apply.

Registration Policy

  1. Course may be cancelled due to insufficient participants. SUTD Academy will not be responsible or liable in any way for any claims, damages, losses, expenses, costs or liabilities whatsoever (including, without limitation, any direct or indirect damages for loss of profits, business interruption or loss of information) resulting or arising directly or indirectly from any course cancellation.

  2. Course enrolment is based on a first-come, first-served basis.

  3. SUTD Academy reserves the right to change or cancel any course or instructor due to unforeseen circumstances. 

Types of Funding

Funding under Mid-Career Enhanced Subsidy ("MCES")

  1. MCES is an enhanced Subsidy to encourage mid-career individuals to upskill and reskill, thereby helping them to remain competitive and resilient in the job market. With this, all Singaporeans aged 40 and above will receive higher subsidies of up to 90% course fee subsidy for SSG-funded certifiable courses.

  2. Individuals/employers are not required to submit an application for the MCES. Those pursuing SSG-funded programmes will be charged the appropriate subsidised fees by SUTD Academy if they are eligible MCES. Individuals/employers will only need to pay the nett fee (full course fee after SSG's grant).

    For more info, please visit SkillsFuture website at https://www.skillsfuture.gov.sg/enhancedsubsidy

Funding under Enhanced Training Support for SMEs ("ETSS")

  1. ETSS is an enhanced funding to enable SMEs to send their employees for training.

  2. SMEs will enjoy subsidies of up to 90% of the course fees when they sponsor their employees for SSG-funded certifiable courses.

  3. In addition to higher course fee funding, SMEs can also claim absentee payroll funding of 80% of basic hourly salary at a higher cap of $7.50 per hour. SMEs may apply for the absentee payroll via the SkillsConnect system.

  4. To qualify, SMEs must meet all of the following criteria:
    - Organisation must be registered or incorporated in Singapore
    - Employment size of not more than 200 or with annual sales turnover of not more than $100 million
    - Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
    - Trainees must be Singapore Citizens or Singapore Permanent Residents

    For more info, please visit SSG website at https://www.ssg.gov.sg/programmes-and-initiatives/funding/enhanced-training-support-for-smes1.html


Funding under Union Training Assistance Programme ("UTAP")

UTAP is a training benefit for NTUC members to defray their cost of training. This benefit is to encourage more union members to go for skills upgrading.

NTUC members enjoy 50% unfunded course fee support for up to $250 each year when you sign up for courses supported under UTAP (Union Training Assistance Programme).

For more info, please visit https://e2i.com.sg/individuals/ntuc-education-and-training-fund/.
 


Funding under Post-Secondary Education Account ("PSEA")

The Post-Secondary Education Account (PSEA) is part of the Post-Secondary Education Scheme to help pay for the post-secondary education of Singaporeans.

This is part of the Government’s efforts to encourage every Singaporean to complete their post-secondary education. It also underscores the Government’s commitment to support families in investing in the future education of their children and to prepare them for the economy of the future. PSEA is not a bank account.

It is administered by the Ministry of Education (MOE) and is opened automatically for all eligible Singaporeans.

Account holders can use their PSEA funds to pay for their own or their siblings’ approved fees and charges for approved programs conducted by approved institutions.

However, you will have to check your eligibility and balance by contacting MOE first.

Contact MOE at (65) 6260 0777

E-mail to MOE at contact@moe.edu.sg

Click here for MOE website.