Programme Outline
Learning Objectives
By the end of this course, participants will be able to:
- Understand the importance of customer experience (CX) in mergers & acquisitions (M&As) success
- Explore how and 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 mergers & acquisitions (M&As) integration process
- Leverage mergers & acquisitions (M&As) to create a reimagined and revitalized customer experience
- 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
- Group discussion and presentation
- Short quiz