Singapore University of Social Sciences

In an increasingly volatile, uncertain, complex and ambiguous business environment, organisations need to focus on leadership, innovation, customer experience and service excellence to gain a competitive advantage. This course examines best practices in business leadership, innovation, service management and customer experience design. It helps students develop the transformational mind-set and leadership skills needed to succeed in the changing market landscape. Students will learn about the environmental changes that led to an experience-based value model which demands that leaders have a strong background in customer experience, value co-creation, and change management to ensure that they are well prepared for the future and ready to maximise organisational resilience and continuous innovation. 在日益动荡、不确定、复杂和模糊的商业环境中，组织需要专注于领导力、创新、客户体验和卓越服务，以获得竞争优势。本课程考察商业领导力、创新、服务管理和客户体验设计方面的最佳实践。它帮助学生培养在不断变化的市场环境中取得成功所需的变革性思维模式和领导技能。学生将了解基于经验的价值模型产生的环境变化，该模型要求领导者在客户体验、价值共创和变革管理方面具有深厚的背景，以确保他们为未来做好充分准备并准备好最大限度地发挥组织弹性和持续创新。 Companies create compelling customer experiences to gain sustainable competitive advantage. Customer experience management offers an innovative approach to assess, create and evaluate organisational-wide processes related to customer experiences. This course examines the concepts and strategies of customer experience management. Students will learn how to craft a customer experience vision blueprint, build a customer centric culture, conduct customer experience research, customise a journey mapping canvas, measure customer experiences, and build impactful business case for an organization's customer experience initiatives through storytelling. Using real-world companies and case studies, this course presents a hands-on approach to initiate and manage endto- end customer experience improvement projects. 公司通过创造卓越的客户体验以获得持续的竞争优势。客户体验管理提供了一种创新方法来评估、创建和评估与客户体验相关的组织范围内的流程。本课程探讨客户体验管理的概念和策略。学生将学习如何制定客户体验愿景蓝图，建立以客户为中心的文化，进行客户体验研究，定制旅程地图画布，衡量客户体验，并通过讲故事为组织的客户体验计划构建有影响力的商业案例。本课程使用真实世界的公司和案例研究，展示了一种启动和管理端到端客户体验改善项目的实践方法。