Global Customer Experience Management (CEM) Certification Program is the world’s first CEM certification program and has proven success: being continuously run for 49 times in 18 international cities – Amsterdam, Barcelona, Brussels, Copenhagen, Frankfurt, London, Milan, Paris, Istanbul, Johannesburg, Dubai, Shanghai, Hong Kong, Bangkok, Singapore, Sydney, Los Angeles, and San Francisco – attended by B2B and B2C enterprises from 61 countries on six continents, with over 50% of attendees are referrals or repeated customers.
The program is designed around the U.S. patent-pending Branded CEM Method which was first licensed in Europe, and is deploying “Pain Is Good” Strategy to take a resource revolution, align customer journey mapping with brand values, maximize customer’s pleasures, derive moments of buying (MOB) and make Net Promoter Score (NPS) actionable.
The 51st program will be held in Dubai on 4-5 November 2015.
What You Will Learn
The 2-day program covers CEM essentials, provides you a framework with relevant guiding principles and tools for designing the best experience to your target customers. The attendees will be equipped with knowledge that can be immediately applied to their business and real-life work environment.
Who Should Attend
Anyone who has management or functional responsibilities to deal with customers will benefit from the course. In particular, you will likely be:
* Department Heads of Marketing, Services, CRM, Customer Experience or Sales
* Director/ VP / GM of customer management related units
* Management Executives who take charge of corporate strategy planning and customer management development
* Business Owner who sees CEM a critical differentiator for their business
Voice of Attendees
“It’s an eye opener! This program offers brand new perspectives on where to invest and where to cut costs. CFOs are not the average target audience
when talking about customer experience, but we have their attention now!”
Linda Højbjerg, Jabra Experience Manager
Jabra (Denmark)
“For years companies do not take time to focus on the recommendation Sampson is making: identifying their own Branded Pleasures and Good Pains. Only a
handful of leaders at the top of the company understand this.”
Mark Stanley, Senior Principal Business Consultant
Genesys (United States)
“A great training session: well prepared, well organized and well presented.”
Henrik Tetzlaff, Director
Imagin Prof. Bochmann AG (Germany)
“Trainers are very willing to SHARE their knowledge and expertise.”
Kenia Johansen, Team Lead-Customer Experience
American Express (United States)
“Thank you for all the great efforts for taking us on such an interesting and informative journey of discovery in CEM over the past two days. We
appreciate your passion, enthusiasm and expertise!”
Michelle Curry, Strategy & Change Leader, Globally Integrated Capability
IBM (India)
“It was terrific and invigorating to learn new concepts and tools.”
Desirree Madison-Biggs, Director, Customer Experience
Symantec Corporation (United States)
“This program was an eye-opener for me and 25 consultants that were trained and certified.”
Annemiek van Moorst, Founding Partner
TOTE-M (The Netherlands)
“Very well experienced speaker, ideal balance of theoretical modules and practical use of cases.”
Ania-Virginia Kleinbichler, Director, Visitor Marketing
Messe Frankfurt Exhibition GmbH (Germany)
“Refreshing to learn new dimensions and aspects which turn conventional thinking around.”
Harjeet Virdee, Online Business Development Manager
Cathay Pacific Airways (Hong Kong)
“Able to address touch-point management in the credit card business through the learning’s on this program.”
Faiza Momoniat, Head of Card Business Services
Standard Bank (South Africa)
“I enjoyed Sampson’s sessions the best – he had a good balance of theory & practice examples. The biggest “aha!” was the Emotion Curve –
Pleasure-Pain Gaps – and that you don’t need to “fix” each & every touchpoint. I can see how it can be practiced by my clients!”
Angeli Lambsdorff, Managing Director
Dentsuindio Inc. (Philippines)
“The wrap-up was professional, allowed me to annotate my notes, and clearly re-iterated key items at a comfortable pace. The best wrap-up I have ever
experienced.”
Jonathan Ward, Region Service Quality Manager, MEAP
Baker Hughes INTEQ (UAE)
“Picked up a lot of insights on initiatives that can be implemented in the area of CEM, very impressed to the program and the manner in which it was
“managed” shows good practice of CEM by those who preached.”
Sandra De Zoysa, Group Senior Vice President, Service Delivery & Enterprise Contact Management
Dialog Telekom PLC (Sri Lanka)
“Intellectual approach with good real life examples, the trainers’ passion and knowledge, and knowing that I will use what I’ve learned.”
Meg Hurley, Marketing Manager Australasia
Ansvar Insurance (Australia)
“An outstanding performance and excellent course, absolutely professional. Great application of theory into practice, awesome, well done.”
Martin Knollys, Provincial Service Manager
First National Bank (South Africa)
“Very content rich, broad and thorough exploration of the subject.”
Mark Grieves, Head of Customer Experience
OCBC Bank (Singapore)
“It put the big elephant (implementing a CEM program) into perspective and broke it down into bite sized chunks. Really liked the exercises as they
made the learning a reality.”
Nadia Ribeiro, Brand Manager
Comair (South Africa)
“Practical exercises put in practice what we’ve learned and to get to know different views.”
Rafaela Silva, Customer Experience and Loyalty Specialist
Salsa Jeans (Portugal)
“The ‘aha’ moment was the topic of Sampson’s Peak (-end Rule), Emotion Curve and Pain. It totally made me feel better that our organization need not be
perfect.”
Jeanette Beltran, Global CRM Director
ABS-CBN Global (Philippines)
“Thank you for giving me a foundation for my present / future journey towards effective CEM!”
Caroline Soegtrop, Customer Experience Manager
Air Transat (Canada)
“A lot of bricks fell into place. I can clearly see how to start and run my CEM program.”
Sven-erik Gjertsen, Project Lead CRM
GE Money Bank (Norway)
“Great thought-provoking experience! You take away a lot to start working on CEM.”
Dirk Frans, Managing Partner
TOTE-M Business Architects (Belgium)
“Emotion Curve is very practical and useful to apply!”
Brendan Finn, Marketing Manager
Vhi Healthcare (Ireland)
“This course helps me to sell the CEM project to executives.”
Michael Gallant, Customer Requirement Manager
Trend Micro (United States)
“It’s been 3 years now, and I still draw inspiration from the 2-day program in Paris. A very insightful training that has given me the basis to take
CEM to the next level at our company.”
Lars Diener-Kimmich, Head of CEM
Swisscom Corporate Business (Switzerland)
About the Program Organizer
Global CEM
(Global Customer Experience Management Organization) helps companies to create effective customer experience. Our patent-pending methodologies combine the
art and science of CEM in assessing and delivering branded and total customer experience (TCE). Global CEM International Partners are located in Europe,
Asia, and North America. Our services include TCE Evaluation and CEM Certification.
For more information, contact: [email protected] or visit: http://www.GlobalCEM.org
