20 Feb HOW TO MANAGE CUSTOMER EMOTIONS TO BUSINESS SUCCESS?
Setting the scene:
The context is changing so rapidly that “more of the same” is not enough, technical innovation is quickly replicated and customers are more demanding and better informed than ever. Industries are evolving from delivering P&S to creating experiences and building relations with their customers.
In the post-pandemic era: digital excellence, contactless engagement and 360 dynamic customer insights will define customer experience.
How?
Organizations have the potential to guide future customer behavior through “nudging” (THALER- Nobel Prize 2017) but also understanding & managing “ slow brain” ( KANHEMAN- Nobel Prize 2002) to gain the competitive battle.
Organizations that invest in building these capabilities through AI & neuroscience technologies to focus on key customer journeys in the value chain will lead regardless of how expectations evolve
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CARMEN LÓPEZ-SUEVOS HERNÁNDEZ
Customer Experience Director at Vodafone Spain. Before she led Consumer Customer Operations in Spain and in she was Head of Global Customer Management for Vodafone Group in UK. From early in her career she gained broad experience working in consultancy in strategy, operations, technology and marketing where she led numerous projects in European countries. Carmen holds a degree in Physics from the Complutense University, Executive MBA from the IE Business School,Associate Certified Coach (ACC) by ICF (International Coach Federation) and Boards of Director and Corporate Governance from IESE.
Skills
1. Student will be acquainted with the basics of customer experience, customer centricity & employee experience
2. Student will be able to understand how to build cex programme
4. The student will be able to understand consumer decision making
5.Students will be able to understand customer emotions ( triggers & technology)
6. Student will also be acquainted with trends and the future of CEX ( eg: AI, neuromarketing).
Schedule
Which dates?
20-oct
27-oct
03-nov
10-nov
17-nov
24-nov
What day?
FRIDAY
What time?
from 16:30 to 18:00