Build your Digital Customer Experience Plan

Winning customers with the Digital Customer Experience

According to Forrester research, Customer Experience is the North Star for digital transformation initiatives. The top three digital transformation drivers for mature businesses involve improving their customers’ experience, increasing the speed of innovation, and improving-time-to market. Customer experience has a direct impact to the success of each, it is the first step to meaningful digital transformation.

This workshop will help participants focus on CX/UX (customer experience/user experience) in building your digital strategy, you will learn why customer experience is critical and how to build an actionable digital customer experience plan for your business success.

Duration
1 day
9.00AM to 5.00PM

Who Should Attend

For leaders, professionals and executives seeking better outcome to digital initiatives.

Programme Outline

Learning Objectives

Understand customer experience framework and be able to transform service experience transformation
Introduction to design thinking
Build a world class digital customer experience for your industry

Topics

Transforming traditional service to achieve differential customer experience
Understand the digital customer experience framework across industries
Introduction to Digital Thinking
Review your company strategy and mapping to digital customer experience framework
Project review and CX/UX experience considerations
Complete your digital customer experience plan

Assessment

Participants to complete a simple assessment to evaluate course understanding and augment learning outcomes.

Course Fees and Funding

Full course fee inclusive of prevailing GST	You pay S$981.00
SkillsFuture Course Fee subsidy (70%) For Singapore Citizens < 40 years old For Permanent Residents	You pay S$294.30
Mid-Career Enhanced Subsidy (90%) For Singapore Citizens ≥ 40 years old	You pay S$114.30
Enhanced Training Support for SMEs (90%) For SME - Sponsored employees	You pay S$114.30

The above module fee payable is inclusive of 9% GST.

Instructor

Dr Qiu Yuanfu is SUTD Academy Adjunct Senior Fellow and founder of USER Experience Researchers Pte Ltd, a leading UX design service company in Asia focusing on user experience. He has over 18 years’ experience in responsive web design, ecommerce, mobile apps design innovation, user experience design and research in world leading MNC and local companies.

He graduated as the first PhD in Singapore in user experience program from Nanyang Technological University Singapore, supervised by Prof Martin Helander and Chui Yong Ping, the worldwide UX pioneer and leader. He has a Master in Industrial Engineering, and Bachelor in Mechanical Engineering from Zhejiang University, China.

He was professionally trained in interaction design, computer science and management science. He has published more than 30 papers in international conferences and journals, including the Best Paper awards in APCHI, IEEE CIS International Conferences. He was a reviewer of UPA, CHI, and HFES conferences, the president of Usability Professionals’ Association (UPA) Singapore, a member of Human Factors and Ergonomics Society (HFES), CHI and IEEE Society, advisory board member for SIM university Human factors program.
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View this course on USER

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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:

Reporting of national statistics and conducting of holistic continuing education training research and analysis;
Facilitate the conduct of the relevant surveys and audits in relation to the Course;
General administration of the Course including but not limited to processing of the subsidy provided by SSG;
Publicity and marketing of the Course or other Courses to be provided by SSG or SUTD Academy; and
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.

I agree to:

Attend and complete all lectures, class exercises, workshops and assessments;
Complete the Course feedback at the end of the Course;
Complete the post Course survey sent about 3 to 6 months after class attendance; and
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

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.
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

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

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.
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")

ETSS is an enhanced funding to enable SMEs to send their employees for training.
SMEs will enjoy subsidies of up to 90% of the course fees when they sponsor their employees for SSG-funded certifiable courses.
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.
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.

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