In today’s customer-centric environment, mastering Customer Experience (CX) and Employee Experience (EX) is crucial for sustained organizational success. The relationship between CX and EX is deeply intertwined and should not be addressed in isolation. Organizations must understand that enhancing one directly impacts the other, fostering a cohesive environment where both customers and employees thrive.

Upon completion of the workshop, participants should be able to:

• Understand the Dynamics of CEX: Explore how CX and EX collaborate for business success.
• Generate Value and Positive Outcomes: Create actions to create values, earn positive WOM from customers, and enhance employee retention.
• Build a Continuous CEX Enhancement Process: Introduce the “Knowledge + Action + Influence + Measure” framework for sustainable results.

• Define CX and EX and their critical roles in a customer-centric economy.
• Realize that making impacts can be easier and simpler than expected, everyone can contribute.
• Value-Driven Approach: Techniques to motivate and delight both customers and employees.
• Innovate, communicate experience and manage impacts for customers and employees.
• Promote a collaborative EX mindset where everyone contributes.
• Practical exercises in innovation, targeting, and scenario creation.
• Real-world cases showcasing value creation within budget constraints.
• Key tools: Experience Archetypes®, Customer Journey Maps (CJM), Personas, Pain Points & MOT, Customer Needs Matrix, Service Blueprint, Evaluation Matrix.

HR professionals, CX managers, team leaders, OD practitioners, business executives, and training specialists aiming to integrate CX and EX strategies for comprehensive business success.

Lectures, discussions, group interactions, and hypothetical scenario exercises.

Cantonese supplemented with English

Experience Archetypes® are transformative tools designed to decode and understand the values of both customers and employees. By providing a structured framework, these Archetypes delve deep into the diverse needs and preferences that differentiate various segments. This powerful approach works across different industries, making experience engaging and memorable while easily adapting to changes in society and people’s expectations.

• Comprehensive Framework: Experience Archetypes® encompass twelve distinct Archetypes, ranging from comforting to disruptive experience. This variety ensures that all types of customer and employee interactions are covered, each tailored to specific emotional and psychological needs.
• Value-Driven Approach: Each Archetype is centered around core values, ensuring that every experience resonates deeply with the target audience. This focus on values strengthens the overall impact and effectiveness of interactions.
• Industry Agnostic: The flexibility of Experience Archetypes® allows them to be applied across different industries, from food and beverage to banking, luxury, and public utilities. This adaptability ensures that businesses can leverage these Archetypes to create relevant and meaningful experience regardless of their sector.
• Enhanced Differentiation: By understanding and leveraging the specific Archetypes, organizations can differentiate themselves in the market, offering unique and compelling experience that stand out to both customers and employees.

Experience Archetypes® offer a powerful and flexible tool for decoding and leveraging customer and employee values, enabling businesses to create differentiated, impactful, and memorable experience across various industries.

The Hong Kong Management Association
1-6/F First Commercial Building, 33-35 Leighton Road,
Causeway Bay, HONG KONG

HKMA Member: HK$2,800
Non-member: HK$2,950
Early Bird discount: HK$200 less
(For those who enrol and pay one month before the workshop commencement date)
Group Discount: HK$200 less each
(For those companies which send a total of two or more participants to this workshop and enrol at the same time)

1 week before commencement
Limited seats, admission is on a first-come, first-served basis.