FSB Institute of Management & Technology has just organized an online talk show “Excellent Customer Experience Management Strategy” with leading experts from the US.
The conference hosted by has witnessed the presence of Dr. Tom Dewitt – President of the Michigan Association of Customer Experience Professionals, Director of CXM@MSU and Dr. Hang Nguyen – Lecturer at the University of Michigan, winner of the National Emerald Literati Award 2019.
Due to the complicated situation of the Covid-19 epidemic, the program was implemented by FSB in the form of online – bilingual, on the Zoom application platform both in Vietnam and the US. Two main topics shared by the speakers at this conference include building a customer-centric organization and using sensory cues to design excellent customer experiences.
Accordingly, 75% of the seminar attendees said that the business organization (in Vietnam) that they are working with is currently interested in customer experience management. Among them, not many businesses really have a customer-centric “habit”.
Businesses mostly just listened to customers or followed up with customers on their feedback. But there are not really activities such as proactively predicting customer needs; building customer empathy with business processes and policies; and acting systemically to improve customer experience or adapt to customer needs and circumstances in a timely manner.
The seminar also received a lot of questions and concerns from the participants of the program for experts from the US. Although it was the first time to organize a bilateral webinar, FSB was recognized as a success with 98% of the “Very Good” comments.
With this online forum, FSB has invested all modern equipment, advanced technology, and bilingual interpretation is also the highlight of the program. Workshop participants can use English/Vietnamese interpreters at the same time to suit their individual abilities, without losing time to translate as shown in pictures. This is also the form that will be applied by FSB in teaching at the upcoming training sessions of the intensive training program on Customer Experience Management.
Original post: https://international.fpt.edu.vn/blog?blog=fsb-holds-a-bilateral-seminar-on-customer-experience-management