Unlock the power of compelling customer journey mapping to elevate your organisation's CX strategy. In this immersive session, participants will learn how to visualise and identify key touchpoints that define customer experiences.

What You Will Learn:

·    Practical Techniques: Discover step-by-step methodologies to map customer journeys, identifying critical pain points and moments of delight.

·    Data-Driven Insights: Learn how to leverage customer feedback and analytics to inform your mapping process, ensuring alignment with customer expectations.

·    Collaborative Workshops: Engage in hands-on exercises where you will create journey maps tailored to your organisation's context, giving you immediate application for your findings.

• This session is designed to empower participants with the tools and knowledge necessary to create meaningful customer interactions through strategic journey mapping

Raymond Tan

Assistant Commissioner, Taxpayer eXperience Division
Inland Revenue Authority of Singapore (IRAS)

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Leveraging AI Tools to Create a More Inclusive and Equitable Workplace

As organisations adopt digital transformation, understanding how to leverage AI effectively becomes crucial for enhancing Employee Experience (EX). This session focuses on the role of AI in fostering an inclusive, equitable workplace that boosts both employee and customer satisfaction.

What You Will Learn:

·    Fostering AI Literacy: Equip your workforce with the skills needed to thrive in an AI-driven environment, empowering employees to engage with technology confidently.

·    Building Trust in AI: Understand the importance of perceived trust in AI systems and organisational transparency to foster a workplace culture that promotes collaboration and innovation.

·    Creating Feedback Loops: Explore establishing a positive feedback loop that continuously improves EX by integrating employee insights with customer experience strategies.

• This interactive session will provide practical approaches to harnessing AI as a catalyst for creating a fair and empowering workplace, ensuring that both employees and customers reap the benefits.