Singapore, 18-20 Nov 2019

3 day Masterclass

Omnichannel Customer Experience



This hands-on masterclass in Omni-Channel Customer Experience is designed for anyone looking to improve and optimise their customer experience strategy.

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develop new skills

Learn how to use various tools and techniques to better understand your customers and deliver the best possible experience, in order to build loyalty

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get practical

Find out how to implement a successful customer experience transformation, as well as how to measure the results

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learn from the best

Learn from best practice across sectors and across channels – online, retail, mobile


The three days will cover the three key areas for customer experience management – relevant for both the established customer experience professional, as a refresher, or for customer experience novices who are looking to sharpen their customer experience strategy creation and implementation.


book today saving USD $170

In just 3 days you will:

  • Master customer experience fundamentals
  • Get to grips with the tools and techniques available
  • Gain customer insight using voice of the customer activities
  • Master key analytical foundations
  • Learn powerful customer engagement strategies
  • Learn how to implement customer experience transformation effectively
  • Find out how to measure the effectiveness of customer experience change
  • Learn from global case studies and best practices

Meet your instructor

Christina Ioannidis teaching Omnichannel Customer Experience for Terrapinn Training

Christina Ioannidis is an internationally recognized, speaker, trainer and entrepreneur. She is the Chief Engagement Officer of Aquitude, an engagement consultancy, which works with corporations to engage with their main stakeholders – their employees and their customers. Aquitude clients include blue-chip organisations such as Barclays Bank, Lloyds TSB, Accenture, PA Consulting, Mercer, Cisco, and other FTSE/Fortune 100 organisations.

From Retail Management through to Digital (and Social) Marketing and Business Transformation training, Christina's breadth of business expertise has equipped her to deliver cutting-edge programmes world-wide.

Organisations that will benefit:

  • All Forward Thinking Companies
  • Retailers
  • Packaged Goods
  • Manufacturers
  • eCommerce Platforms
  • Suppliers
  • Banks & Financial Services
  • IT Companies

Who will attend:

  • Chief Merchandising Officers
  • Chief Commercial Officers
  • Chief Customer Officers
  • Customer Relations
  • Digital Marketing Managers
  • eCommerce Managers & Directors
  • Retail Executives
  • IT managers
  • Merchandising Managers
  • Marketing Managers
  • Business Development & Sales
  • Country & Brand Directors
  • Big Data Managers
  • eCommerce Insight Managers
  • Online Trading Directors

Course Agenda

  • Big Picture
  • Speed networking
  • Change of the (r)etail world
  • The customer experience fundamentals
  • The tools - technology drives capability
  • Key Analytical Foundations
  • Defining the right message for the right customer segment
  • To control or not control?
  • Defining the customer journey
  • Case Study: How Amazon, Zappos and other retailers have streamlined their customer experiences
  • Group exercise: develop your own customer experience optimisation strategy
  • Seamless customer experiences
  • Best practice case study: AirBnB, Taxi Apps & Other Pureplay Mobile Retailers
  • Customer engagement strategies
  • Moving beyond numbers
  • Customer touch-points and communication
  • The power of language
  • Voice of customer
  • Cultural imperatives
  • Practical case study to cement learnings of 3 days
  • Personal Action Plan
  • Wrap

For further information please call: +44 (0)207 092 1045

The earlier you book, the more you save…

Additionally, VAT may be applicable depending on course location.
Before 1 Nov 2019After 1 Nov 2019
USD $3,570
Save USD $170
USD $3,740
  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or (Asia Pacific)
for more details


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