Introduction:

Customer Experience Management (CEM) refers to the strategies, processes, and practices that organizations use to effectively manage and enhance the interactions and perceptions customers have with their brand throughout the entire customer journey. CEM is a holistic approach that focuses on creating positive, consistent, and meaningful experiences for customers, ultimately leading to increased customer satisfaction, loyalty, and advocacy.

In essence, Customer Experience Management is about cultivating strong, emotional connections between customers and brands. By focusing on delivering consistent, valuable, and memorable experiences, organizations can build lasting relationships that drive business success.

Pedagogy:
Faculty will use participative methods of teaching which will include lectures, PPTs / Case studies and presentations.

Mode of Delivery: From AMA Campus

Duration: 10 weeks
Time: 7.00 PM to 9.00 PM
Days: Every Friday & Saturday

Who should attend?

• Any professionals working in the Service Industry
• Business Managers and Executives: Those responsible for shaping customer experiences and making strategic decisions about customer engagement.
• Marketing and Sales Professionals: Professionals looking to enhance their understanding of customer needs and improve customer satisfaction.
• Customer Service Representatives: Frontline staff who directly interact with customers and want to improve their customer service skills.
• Product Managers: Those involved in developing and improving products or services based on customer feedback.
• Entrepreneurs and Small Business Owners: Individuals running their businesses who want to create exceptional customer experiences to gain a competitive edge.
• Anyone Interested in Customer-Centricity: Individuals who want to learn how to prioritize and improve customer experiences in various contexts.

Admission Criteria & Procedure:

• Fill the application form
• Secure your seat by paying the fee

Fee: INR 8,000/- + 18% GST
(Under no circumstances the fees paid will be refunded)

Faculty
Drawn from the reputed universities of India and abroad, the highly qualified and experienced faculty is the greatest asset of the Ahmedabad Management Association. AMA team includes outstanding educators and researchers from both the academic and business sectors, contributing towards the overall professional and personal growth of the candidates & delegates. Interactions with prominent leaders/senior executives from the industry allowing you to benefit from experience gained in leading positions around the globe.

Qualification: Any Graduate / Under Graduate

Library Facility:

The AMA Library offers an extensive collection of over 18,500 plus books, 95 journals and magazines and nearly 11,000 Newspaper clippings on various management-related subjects. AMA subscribes to 14 newspapers and maintains newspaper clippings on 115 subjects. A special corner of the Library is dedicated to International Business, which includes trade directories, databases, books and articles. Reference books, directories, and e-magazines are also offered to the users and members. The Knowledge Resource Centre at the Library provides updated industry data, economic indicators, foreign trade updates and other such information to Diploma students, researchers and faculty members. The Library is also well-equipped with computer systems comprising of updated software and provides global connectivity through internet facilities. Participants may access the library free of cost. However, those wishing to borrow books must pay a refundable caution deposit of ₹1,000/-. Upon receipt of the deposit, a Library Card will be issued, allowing participants to borrow two books for up to one month.

Library Timings:

• Monday to Saturday: 10:00 AM – 8:00 PM
• Sunday: 10:00 AM – 4:00 PM

Contact Details:

Ahmedabad Management Association,
ATIRA Campus, Dr. Vikram Sarabhai Marg,
Ahmedabad 380 015, Phone: 079-26308601-06
Mobile: 9537407187
E-mail: amadiploma@amaindia.org
Website: www.amaindia.org