Course overview





Course type


Course fee

(including 7% GST)

Full Fee with GST : $642.00


SkillsFuture Credit

SkillsFuture Funding


Course Overview

Regardless of industry, experience, or current reputation, businesses cannot afford to offer a lackluster customer experience. Quality customer experience is essential to business success for a myriad of reasons such as retention rates, marketability and ultimately your bottom line. 

This programme will enable you to strategise and differentiate on your customer experience so to improve your competitive standing.

Course benefits

Business Outcomes

Participants will be able to gain insights on how to enhance their customer experience by identifying opportunities and pain points. Demonstrate methods to implement and evaluate their improved customer experience strategy. 

Learning Outcomes

1. Understand the difference between customer experience and a service transaction

2. Recognise the components of a customer journey map

3. Identify pain points and opportunities to innovate

4. Develop an enhance customer journey map 

5. Plan the implementation and evaluation of the enhanced customer experience

Course outline

1. Customer experience a ‘new’ buzz word?

2. Customer journey map

3. Factors which impact customer experience

4. Who is your customer

5. Customer Experience Strategy

6. Implement & measure the improved customer experience

7. Technologies to enhance CX

As part of the training and learning during this course, photography and/or video recording of participants in action will be done. 


2 days

Who should attend?

Level 3 - New Managers
Level 4 - Managers
Level 5 - Senior Managers & Directors

Programme leader

Jenna Oh has diverse experience in both multinational corporations and small enterprise. She has a rich and broad experience in the retail industry where she succeeded in leading several transversal positions in business and human capital development. An action orientated self-starter, she has lived and worked in an international environment. Her career started in boutique management where she learnt the ropes of being an entrepreneur and how to motivate a team to achieve the commercial objectives. Intrigued by broader business strategy, she assumed a role in regional marketing for APAC. Jenna enhanced her business acumen in retail management and CRM with a leading luxury house. Her passion for people led her to diversify her capability in learning and development. Due to her versatility & drive, she was nominated to be the head of human resources for SEA & Oceania. Jenna was a member of the Regional Exco where she served as a trusted advisor to the senior management team.

Throughout her career Jenna has mentored and coached leaders from various functions and levels.

Currently an independent Talent Development and Leadership Coach, Jenna provides bespoke learning and organisational development services to individuals as well as organizations. Her clients include the social services enterprise, tertiary institutions, SMEs and MNCs. 


Course fee

Programme Fee Amount (including 7% GST) Remarks
Full Fee with GST $642.00 -

Programme Fees

Full Course Fee: $642.00(inclusive of 7% GST)

Nett Fee (after funding)*: $222.00

For Employer-Sponsored Participants:

SME: $222.00 Non-SME: $342.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $222.00

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

Inclusive of 7% GST (GST is based on Full Course Fee)

*Terms and conditions apply

Programme Executive In Charge : Grace Tan

Telephone number : 62489414 | 62466746

Email :

Non-members are welcome to sign up for SIM membership to enjoy the discounted rate.

To register for the programmes now, select the preferred programme run-dates below through the register icon.