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Digital Human Capital and Customer Experience Master Class

  • Workcentral 190 Clemenceau Avenue, Level 6 Singapore, 239924 Singapore (map)

SESSION 1 : DIGITAL HUMAN CAPITAL

The digital era, like transformational eras of the past, will continue to fundamentally alter business models, go-to-market strategies and investment decisions. The digital age, of course, will also impact human capital programs. The use of mobile phones, the shift to more freelance work arrangements, and providing advanced analytics that improve human capital decisions are all ‘digital answers’ organizations are providing. There is great merit in many of these solutions. However, choosing the right digital path requires organisations to clearly define the organisation and people capabilities they need and prioritize among the many possible technology and non-technology solutions that will enable their business mods for the digital age.


WHAT WILL BE COVERED:

This program will focus on building plans and actions to address three fundamental goals in the digital age: attract people, develop people and engage people. The key questions we will answer during the program are:

  • How do ensure you have the right HR plan to transition to a digital enterprise?
  • How do you attract employees in the digital age?
  • How do you assess and develop digital leaders and managers?
  • How do you continuously meet employees expectations to engage employees in the digital age?

At the end of the session, the participants will know:

  • How to develop a digital human capital roadmap of prioritized actions
  • What critical programs and actions are needed to attract employees in the digital age
  • The critical beliefs, behaviors and actions required for leaders and managers to succeed in the digital age
  • How to engage employees in the digital age by meeting employees

SESSION 2 : CUSTOMER EXPERIENCE

This Master Class will equip participants with the knowledge and skills needed to design and deliver unique end-to-end customer experiences and integrate initiatives within the overall corporate strategy. Participants will learn how to put the customer at the centre of their thinking, develop a customer-centric approach across all touchpoints in their business, and work on strategies to synergise and improve the customer experience from initial contact to service and support. Participants will also learn the techniques to diagnose and measure the success of the customer experience.


WHAT WILL BE COVERED:

  • What is Customer-Centricity and why is it important?
  • Who gets Customer-Centricity right and what we can learn?
  • How to identify customer experience painpoints in your business
  • How to prioritize the most impactful elements of customer experience in your business

At the end of the session, the participants will:

  • Understand how successful brands think of Customer Experience Management and how it makes them successful
  • Think through how these learnings could apply to your business
  • Understand how to identify key elements of the customer experience for your organisation and the gaps that need to be filled.
  • Adopt best practice strategies to drive a customer-centric culture in your organisation
  • Understand key dimensions of customer experience and how to measure and track them
  • Develop an appreciation for the service brand with good customer experiences as a competitive advantage for your organisation
  • Identify the gaps in corporate strategy elements that affect design and delivery of unique customer experiences
  • Appreciate and apply blueprinting in designing and delivering unique customer experience
  • Adopt best practice strategies to drive a customer-centric culture in your organisation

Agenda

0900 Registration
0915 Opening Address

0930 Digital Human Capital Framework & Recruitment
1000 Digital Leadership & Employee Engagement

1030 Coffee Break

1045 Customer Experience & Pain Points
1115 Panel Discussion

1200 Lunch and Networking
1300 One-on-one consultation sessions


About The Speaker

  Francis Goh  CEO & Founder  Hehsed Consulting

Francis Goh
CEO & Founder
Hehsed Consulting

  Jeremy Andrulis  Senior Partner, Digital Transformation  Hehsed Consulting

Jeremy Andrulis
Senior Partner, Digital Transformation
Hehsed Consulting

  Trish Thomson  CMO, Digital Marketing Hehsed Consulting

Trish Thomson
CMO, Digital Marketing
Hehsed Consulting