ONLINE MASTERCLASS ON DESIGNING CUSTOMER EXPERIENCE

| 25 RATINGS

A 4-hour, expert-led, and live online training where you will learn how to plot your customer experience map, how to spot customer pain points, and develop solutions that move your customers down the marketing funnel more seamlessly.

 SCHEDULE: Dec 7

 DURATION: 08:00-12:00 GMT+8

 FORMAT: 100% Live & Online

PROGRAM OBJECTIVE
By the end of the half-day online program, the participants, with knowledge of creative solutions, will be able to model a positive customer experience in every digital touchpoint.

RECOMMENDED FOR

  • Marketing stakeholders and digital marketing professionals.
  • Talents who are handling creative solutions in digital media.
  • Professionals wanting to join a creative/advertising agency.
NEXT BATCH DEAL: 25% OFF or 30% OFF with 3+ enrollments
Order Quantity:

25% OFF LIMITED SLOTS PROMO AVAILABLE
HURRY! LAST BATCH FOR DESIGNING CUSTOMER EXPERIENCE

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    Program details

    I. Customer Experience Design

    • What is Customer Experience
    • Digital Disruption
    • Era of Empowered Consumers
    • Customer Experience vs. Customer Service
    • How to Do Customer Experience Design

    II. Valuation of Solutions

    • Three Lenses of Solutions
    • Experience Economy
    • Refinement of Learnings
    • Presentation of Refined Customer Experience

    III. Touchpoint Strategy

    • What are Touchpoints?
    • CX Channels
    • Getting Creative with Touchpoints

    IV. Identifying User Persona

    • Empathy Mapping
    • Service Blueprint

    V. Spotting Opportunities

    • Revisiting the Service Blueprint
    • Identifying Crisis Points
    • Case Studies

    Rate Inclusions

    • 4 live and online learning hours with lectures, Q&As, and activities
    • Opportunity to consult with the Subject Matter Experts during class
    • Earn a digital Certificate of Participation after finishing the program

    Get Immersed Online
    Unlike your regular recorded webinar and online class, CDM online classes are expert-led and live by leveraging on the Zoom platform and our Student Portal that connects our Students with our Subject Matter Experts (SMEs).

    Wherever you are, be involved and connect with SMEs and other learners, ask questions, and interact on class activities. The CDM Support Team will also be there to make sure everyone is engaged, moderate the class, and support you on Q&A, and other challenges.

    Collaborative Learning
    We designed our classes to strike a balance between theory (30%) and practice (70%) by featuring more individual and collaborative activities for a richer learning experience. A good mix of learning tools and apps will be used including Thinkific, Kahoot, Mentimeter, and Google Jamboard, to name a few.

    In the activities, you will be asked to solve real business and marketing cases so you can sharpen your analytics and strategic skills. Work with your learning teams through virtual breakout rooms.

    Never Stop Learning
    Get additional learning content and go through asynchronous (self-paced) case studies and reflection activities in between sessions via our Student Portal to boost your upskilling!

    Our programs are conducted by Subject Matter Experts (SMEs) who are industry experts and thought leaders in their respective fields. CDM boasts a 200+ SME network as partners who provide ongoing feedback on our program design.

    Your class will be taught and facilitated by a mix of SMEs coming from this line up.

    Shayne has been in the media industry for more than 16 years, having spent her advertising agency journey with Starcom, Carat, UM, Mediacom, iProspect, and now as Chief Digital Officer of Havas Media-Ortega.

    She brings with her rich experiences from traditional media to digital, from media planning and buying to business development and performance marketing. True to her media craft, Shayne has brought home recognitions locally and regionally – three of which include Campaign Asia Digital Agency of the Year Award 2017, '40 under 40' individuals in APAC, and one of the Women to Watch also by Campaign Asia in 2016 and 2020 respectively.

    Shayne is a program chair and lecturer for the Digital Marketing Fundamentals Program at CDM, the Philippines’ leading provider of digital marketing training and transformation solutions.

    Shayne Madamba

    Mike Acosta is the Managing Director at The Loop PH. He was the former Head of Digital Strategy & Business Unit Head of iProspect, a performance marketing agency under the Dentsu Aegis Network where he led the strategy, planning, buying, and optimizations across different brands such as SM, Huawei Mobile, ADP Pharma, Merck, and Honda Philippines, among others.

    Mike’s work mainly revolves around media planning and execution through search, display, social, and programmatic platforms. On top of operations, he does insighting, data analysis, storytelling, visualization, and performance optimization.

    Mike Acosta

    Jeano Cruz is the Creative Director and Head of Social at GIGIL. He believes his social career started in 2016 when his Korea puns post went viral on Facebook, despite being very corny.

    Since then, he has aimed to apply his learnings from that experience to his advertising work, eventually helping brands like 7-Eleven, Cobra Energy Drink, Saint Jo Flowers, Orocan, CIMB Bank PH, and more to go viral.

    In one year, Jeano's work with the ideas agency has since collected awards at Spikes, AdFest, CLIO, Boomerangs, Kidlat, Tambuli, and more. Recently, he is one of the core drivers that helped GIGIL bag the Philippines' Independent Agency of the Year & Creative Agency of the Year (Campaign Asia 2020) and Most Effective Independent Agency in Asia (APAC Effies 2020).

    Jeano Cruz

    DATES:

    • BATCH 9: Dec 7 (Sat)

    TIME:

    • 08:00 – 12:00 Philippine Time (PHT) (UTC +8) /
    • 08:00 – 12:00 Singapore Time (SGT) (UTC +8) /
    • 07:00 – 11:00 Indonesia Time (WIB) (UTC +7) /
    • 07:00 – 11:00 Vietnam Time (ICT) (UTC +7) /
    • 06:30 – 10:30 Myanmar Time (MMT) (UTC +5:30)

    Have more questions?