ΠΕΡΙΓΡΑΦΗ

Everything about the customer is changing – motivations, connections, expectations, time and purchasing power. The impact of COVID-19 on customer behavior was immediate and widespread across all industries, countries and demographics. As a result, what was previously considered to be a great customer experience has no longer been good enough and almost all businesses have been thrust into reorganising their approach to customers. Customers are the lifeblood of every organisation and the money they spend is the oxygen that enables the business to exist, grow and thrive. There is a commercial cadence - a rhythm - associated with how the customer and organisation transact and interact with each other over time. With this cadence comes the opportunity to deliver experiences that in turn establish and sustain enduring relationships and drive value for both sides.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

By the end of the training, participants will:

• Define Customer Experience (CX), Design Thinking, and relevant terminology
• Describe the Customer Experience (CX) transformation methodology and process
• Apply the Customer Experience (CX) and Design Thinking methodology to transform business operations
• Design and organise customer-centric improvement solutions
• Apply customer-centric improvement solutions in the organisation’s operations
• Adopt a customer-centric approach for business transformation
• Encourage the adoption of a customer-centric culture in the organisation. 

ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ

Company Owners (who are included in the payroll of their company) and Managers, Chief Executive Officers, Chief Operating Officers, Chief Commercial Officers, Customer Experience Managers and Professionals, Operations and/or Customer Service Managers, Sales, Marketing, Social Media and Advertising Professionals, Product Promotion and Product Promotion Strategy Professionals and other related Professionals.

*The number of participants is restricted to 28.

ΠΕΡΙΣΣΟΤΕΡΕΣ ΠΛΗΡΟΦΟΡΙΕΣ

Trainers

Bargilly Antonis

Board Member, Management Consulting & Governance, Risk & Compliance Services, KPMG in Cyprus

Antonis holds a BSc in Business Administration and the professional titles of Fellow Chartered Certified Accountant (FCCA), Certified Internal Auditor (CIA) and Certified Information Systems Auditor (CISA). He is also certified in Risk Management Assurance (CRMA) and he is a PRINCE2 Certified Practitioner. Antonis is a member of the Institute of Certified Public Accountants of Cyprus and has served in various Committees of the Institute.

Antonis is heading the Management Consulting, as well as the Governance, Risk & Compliance Services of KPMG in Cyprus. He has more than eighteen years of professional experience and specialises in the provision of tailor-made advisory services to private and public sector clients. The services provided are related, amongst other, to governance assessments, risk management, cultural assessment, operational restructuring and excellence, strategy definition and implementation of strategic initiatives, process re-engineering, technology implementation and digital transformation in the context of large and small transformational projects. Lastly, Antonis has led various projects in the governmental and private sectors, across a wide range of industries.

Philippidou Elena

Senior Manager, Management Consulting, KPMG in Cyprus

Elena holds a bachelor’s degree in international and European Studies, a Master I in International and European Law - International Relations and EU Law and a Master II in Public International Law. She is a Senior Manager at the Management Consulting Department of KPMG in Cyprus, with diverse working experience across a variety of industries on large and small-scale transformation projects.

Elena specialises in the provision of services relating, among other, to customer advisory and people experience transformation, including customer and employee journey transformation and customer strategy, operational excellence, strategy definition, change management, culture change and workforce transformation.

Furthermore, Elena is an HRDA certified trainer, a Customer Experience (CX) training facilitator of the KPMG methodology and an active member of the Global Customer Experience Center of Excellence and Global People and Change Center of Excellence. 

Philippou Philippos

Manager, Management Consulting, KPMG in Cyprus

Philippos is a senior member of the Management Consulting department of KPMG in Cyprus, providing Strategy, Customer & Operations services. He possesses experience of working across a variety of industries on large and small-scale transformation projects. Philippos holds an MSc in Strategic Management and a BSc in Public and Business Administration.

Philippos specialises in the provision of advisory services to private and public sector organisations, relating to customer experience design and transformation, strategy development and implementation, operating model design, process optimisation and automation, as well as overall organisational transformation. He has worked with leading organisations in a number of industries such as Banking, Insurance, Retail and Travel, and helped them define and achieve their strategic goals and operational objectives.

Philippos is a Customer Experience (CX) training facilitator of the KPMG methodology and a member of the Global CX Center of Excellence.