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Customer Experience Management Strategy_FPT FSB_4
attached file : AAPBS Submission_December 2020_ FPT FSB.docx

In collaboration with Michigan State University, FSB organized a webinar and a short program on customer experience management.

A webinar on Customer Experience Management Strategy (CXM)

The webinar “Customer Experience Management Strategy” over Zoom was organized on June 5, 2021 with resource speakers from Michigan State University (MSU): Dr. Tom Dewitt, Director of CXM@MSU, the President of CX of M - Michigan’s Association of Customer Experience Professionals; Assoc. Prof. Hang Nguyen, MSU lecturer, who won Emerald Literati Award in 2019. From FSB, Dr. Phan Minh Duc was in charge of hosting the webinar.

The main topics presented in the webinar are:

1. Building Customer-Centric Oganization by Dr. Tom Dewitt

2. The Role of Experience Clues in Customer Journey Mapping and Experience Design by Assoc. Prof. Hang Nguyen

Customer Experience Management course 

On June 19th 2021, FPT School of Business and Technology organized the Opening Ceremony of the pen, name badge, name tag, a Polo shirt, Parker pen, Canvas Tote bag

Ms. Ta Thi Thu Ly, Customer Management Department of FPT Telecom, shared: “I am quite surprised at thoughtful organization from small details, FSB must invest a lot in this program. I am highly appreciate the Cisco system and quality of distance learning with the lecturer from USA. He gave new and practical information on CCScore (Customer Centricity Score) from Switzerland which made me re-evaluate customer management. My Department intend to build a similar system, these knowledge will be really helpful”

Mr. Do Tuan Anh, Head of Customer Experience Design Department at TPBank, said: “The first session was very meaningful and necessary for us to understand the need of customer experience management. The concepts are systemized by lecturer who has the perspective of an expert and a CXM consultant. What I like the most are comprehensible knowledge, friendly and not too academic approaching of lecturer”

After completing this CXM program, learners will obtain international certificate granted by Michigan State University, a leading institution in customer experience management training. According to US News, MSU is ranked 40th in the best universities of USD. MSU also ranks 105th in the top 1000 World University Rankings of Time Higher Education.




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