In this workshop, you will learn:
- Understand the metrics & analytics of customer experience
- Know your customer & their needs
- Know the challenges with your product/services
- Know how to build a flawless customer journey
- Analyze the your customer pain points
- Develop improvement actions & wow surprises
- Establish CX as a career or function in your company
- Full CX Methodology & Research / Feedback Metrics
About the trainer:
Carsten Ley (Germany) was VP CX in Lazada and CX responsible for Home / Easy Credit and delivered outstanding CX projects for H&M, Gabarmart, Fitin, Mekong Capital, etc. and is top 150 global CX influencer 2020.
He has had 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 working for the consumer sector in E-commerce & Finance to simplify and excel value propositions, operational excellence & customer services.
He is an accomplished PMI certified project management trainer and an experienced speaker/event hosts for start-up, customer experience, and PMI conferences.
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