Eleanor Fant 06 March, 2023
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Introduction to Touchpoints
Learning Academy / Customer Experience Management / Introduction to Touchpoints
Introduction to Touchpoints
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Instructor: Mais Kayed
- Customer Experience Management
- No active schedule
The "Introduction to Touchpoints" course provides participants with a foundational understanding of customer touchpoints and their significance in shaping the overall customer experience. Recognizing and effectively managing these touchpoints is crucial for organizations aiming to create cohesive and engaging interactions that drive customer satisfaction and loyalty.
What key challenges or problems does this course address?
- Difficulty in identifying and categorizing various customer touchpoints across different channels.
- Challenges in understanding how each touchpoint influences customer perceptions and behaviors.
- Lack of strategies for optimizing touchpoints to enhance the customer journey.
What will participants gain or learn from attending the course?
- A clear understanding of what customer touchpoints are and their role in the customer experience.
- Techniques for mapping touchpoints throughout the customer journey.
- Skills to assess the effectiveness of touchpoints and identify opportunities for improvement.
- Strategies for aligning touchpoints with customer expectations and business objectives.
How does this course provide practical value in a professional/business context?
- Participants will learn to create a comprehensive view of customer interactions, enabling better strategic planning and execution.
- The course equips professionals with the tools to enhance customer engagement through optimized touchpoints, leading to increased customer satisfaction and retention.
- Graduates will be prepared to contribute to initiatives focused on delivering exceptional customer experiences and driving organizational success.
- Mastering Pronunciation and Intonation 54.23
- Building a Strong Vocabulary for Everyday Communication 45.05
- Understanding Basic Sentence Structure and Grammar 1.6hr
- Mastering Pronunciation and Intonation 54.23
- Mastering Pronunciation and Intonation 54.23
Mais Kayed
Customer Experience Management, Voice of the Customer (VoC) Analysis, Customer Journey Mapping, Feedback Loop Creation, Customer Engagement Strategies, Data-Driven Decision Making, and Best Practices in Customer-Centric Organizations Mais Kayed is a well-recognized expert in customer experience, customer service and business excellence. As an expert Mais has been helping organizations and individuals deliver remarkable customer service for over 20 years. Specializing in designing and implementing strategic initiatives, Mais focuses on enhancing customer engagement, optimizing digital touchpoints and driving operational performance. She is adept at mapping customer journeys, building service excellence frameworks, and developing retention strategies, while leveraging advanced technologies such as AI-driven chatbots and CRM systems to elevate both customer interactions and internal workflows. Educational Background & Certifications: • BSc in Industrial Engineering • Pronovea Customer Excellence MENA • WAFRA AI and ChatGPT FOR NON-TECHIE • Customer Journey Mapping • Customer Centricity through Journey Mapping and UX designHaliey White 06 March, 2023
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