Customer Experience Management

In today’s connected world, customers expect and demand easy access to accurate information. And to do that, they want the answer they need immediately. With a strong customer service knowledge base, organizations will be more nimble to meet customers’ expectations and to deliver a positive customer experience.

This programme will give you the know-how to build an effective customer service knowledge base and provide ways to leverage on it.

Participants will be gain knowledge and skills from using key elements to build a sound customer service knowledge base. Understand the importance of a knowledge base to optimize on their customer experience interaction, an emerging strategy to raise your competitive advantage.

Learning Outcome:

• Know the difference between customer experience management and customer relationship management
• Create content and categorise information
• Demonstrate ways to effectively use knowledge base
• Analyse key industry trends in customer service knowledge base management