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Design Thinking to Design Doing for Customer Engagement


Design Thinking to Design Doing for Customer Engagement

About Workshop :
Research done in 2015 showed that over a 10-year period performance of design-centric companies like Starbucks and Target outperformed the S&P index by about 211%. Adopting a design thinking approach to customer service and engagement is not restricted to the confines of large companies. Smaller firms by virtue of their size, agility and nimbleness can also benefit to improve growth prospects.

Design Thinking to Design Doing is a hands-on program designed particularly for problem-solving. It will enable participants to rethink and redesign customer experiences to create a customer experience that sticks.

*Note: All proceeds from the workshop will be going to The Salvation Army to support the many causes that they undertake.

Topics covered :
Here’s what’s in store for you:

1. Comprehending Design Thinking and what it means for the retail sector and ‘my’ organisation
2. Navigating the Desirability-Viability-Feasibility matrix of product/service provision
3. Deploying a customer-engaged ‘design-driven’ process
4. Applying the design thinking principles to design doing (rapid prototyping)
5. Experimenting next-generation retail service for customers
6. A post-workshop customer service prototype project that allows participants to apply what they have learnt

Learning outcomes:
By the end of this workshop, participants will improve their skills in Customer Service and Engagement and know how to utilize Design Thinking in all aspects of their business.

About the speaker :
Associate Professor Christopher Vas is Deputy Dean and Director of Murdoch Singapore’s R&D Centre, Singapore Centre for Research in Innovation, Productivity and Technology (SCRIPT). He is also co-founder and Board Director or the Centre’s first edtech spin-out firm, FutureSafe Technologies. He is also chief investigator of a R&D initiative relating to smart urban farms.
Assoc. Prof Vas is a graduate of the Executive Certificate in Strategy and Innovation from MIT Sloan School of Management (US) and the Internal Coach Intensive program from Columbia Business School (US). He has delivered training and capability development workshops across the Australasia region to clients in the public and private sector e.g. Coca Cola, Vodafone, Areva Energy, State Government of Western Australia and others.

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Map The Salvation Army (Block B, Level 2), 356 Tanglin Road, Singapore, Singapore
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