Provides an overview of the online course on Transforming Customer Experience: Strategies for Service Industry. It has the modules:
- Capturing Value in Modern Service Economies
- Technology in Service: Service Robots, AI & Platform Business Models
- Managing Customer Loyalty – The Wheel of Loyalty
- Customer Centricity – Strategic Complaint Management, Service Recovery & Customer Feedback Systems
- Service Quality – The Gaps Model & Customer Service Process Redesign
- Three Strategic Pathways to Cost-Effective Service Excellence (Dual Culture Strategy, Focused Services Strategy, OM Strategy and Integration)
- Productising Services & Branding the Service Experience & Building a World-Class Service Organisation

For more information and registration see https://executive-education.nus.edu.s...