Transforming Customer Experience for Business Success
Overview
Are you ready to take your business to new heights of success with the transformative power of customer experience?
Regardless of industry, experience, or current reputation, businesses cannot afford to offer a lackluster internal or external customer experience in today’s competitive landscape. Quality customer experience is the cornerstone of business success for a myriad of reasons such as retention rates, marketability and ultimately your bottom line.
Participants will be able to gain insights on how to enhance their customer experience by identifying opportunities and pain points. Demonstrate methods to implement and evaluate their improved customer experience strategy.
This 1 day masterclass will equip you with the tools and strategies to differentiate your approach to customer interaction so to improve your competitive standing.
Key learning outcomes
- Understand the difference between client experience and a service transaction
- Recognize the components of a client journey map
- Identify pain points and opportunities to innovate
- Develop an enhance client journey map
- Plan the implementation & evaluation of the enhanced client experience
About the trainer
About the trainer
Jenna Oh
Talent Development | Leadership Coach
Comet Coaching & Consulting
Jenna has working experience in both small enterprise and multinational corporation (MNCs), where she succeeded in leading several transversal positions, in business & talent development. An action orientated self-starter, she has lived and worked in an international environment. Her career started in boutique management in the retail industry where she learnt the ropes of being an entrepreneur and how to motivate a team to achieve the business objectives. Intrigued by broader business strategy, she assumed a role in regional marketing for APAC. Jenna enhanced her business acumen in retail management and customer relationship management with a French leading luxury House where she spearheaded a CRM initiative that inspired other markets to implement it in their region.
Her passion for people led her to diversify her capability in learning and development, where it evolved into a regional L&D lead for strategy and on the ground as a field coach. Recognized by headquarters as the ‘Go To’ person for best practices, her versatility and strong contribution across departments led her to be nominated for a new challenge in a high growth region as the head of human resources for SEA & Oceania. During her tenure the staff strength grew by +75%. Her rich and wide experience demonstrates a strong transversal & people agility with 360 degrees view of the business. As a member of the Regional Exco she served as a trusted advisor to the senior management team.
Currently an independent Talent Development professional, Jenna provides bespoke learning and talent development services to individuals as well as organizations. Her clients include the social services enterprise (NVPC), tertiary institutions (SIM), SMEs and MNCs (Cartier, CHANEL) in the luxury sector.
Jenna holds a Master of Business Administration (MBA) from the University of Sheffield, U.K. and is an Associate Certified Coach with the International Coaching Federation. In addition, she is a certified Emotional Intelligence Facilitator and Neuro Linguistic Practitioner.
Testimonials
"Jenna is a truly people person. She is a natural coach in her approach. She is a person who always gives you time in order to understand you first and foremost. Then, she can help you to tackle the issues right at the point which sometimes you never notice"
Managing Director, Cartier
“We worked together in Richemont when she was a Senior HR Manager for Cartier. Though we came from different industries, trainings and background, we still worked well because she was well rounded and able to engage in a wide range of topics. She has a great personality of patience, maturity and always listening, which makes her a great coach.”
Regional HRBP, Richemont
“Jenna Oh is an excellent Coach. She is naturally gifted in this regard. I have been a classmate of Jenna's for two coaching programmes, and have had the privilege of being coached by her. Jenna Oh is down to earth, understanding and insightful. She has a wealth of international work experience, particularly in Human Resources, so she brings a world view to the table. Always warm and friendly, she will draw out the best in you, and help you realise the best that you can be. Jenna Oh is the Coach for stepping up in your career and life. "
Career Alignment Coach, Aligning career aspirations
Agenda
- Client experience a ‘new’ buzz word?
- Client journey map
- Factors which impact client experience
- Pain points and opportunities to innovate
- Research on market intelligence to gain competitive edge
- Implement & measure the improved client experience
- Success stories for best in class customer experience
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Register today
*9% GST applies to Singapore based companies and individuals.
**Group discounts applicable.
***The mode of delivery for this virtual class is Zoom.
- All bookings are final.
- Should you be unable to attend, a substitute delegate is welcome at no extra charge.
- HRO Masterclass Series cannot provide any refunds for cancellations.
- HRO Masterclass Series reserves the rights to alter the programme without notice, including the substitution, amendment or cancellation of trainers and/or topics.
- HRO Masterclass Series is not responsible for any loss or damage as a result of a substitution, alteration, postponement or cancellation of the event.