The benefit of learning together with your friend is that you keep each other accountable and have meaningful discussions about what you're learning.
Courtlyn
Promotion and Events Specialist
Achieve customer experience excellence in the digital era with cutting-edge innovations.
TBD
2 months, online
4-6 hours per week
Our participants tell us that taking this programme together with their colleagues helps to share common language and accelerate impact.
We hope you find the same. Special pricing is available for groups.
The benefit of learning together with your friend is that you keep each other accountable and have meaningful discussions about what you're learning.
Courtlyn
Promotion and Events SpecialistBased on the information you provided, your team is eligible for a special discount, for Customer Experience Strategies with Digital Transformation starting on TBD .
We’ve sent you an email with enrolment next steps. If you’re ready to enrol now, click the button below.
Have questions? Email us at group-enrollments@emeritus.org.
WhatsApp an Advisor on +65 8014 3066
Have questions? Our Advisor will assist you promptly.
In an age where the customer is king and there is an increasing focus on tailoring customisation to provide unique customer experiences, businesses are increasingly turning to digital transformation to pave the way for this change. By focusing on the right segment, approach, and strategy, you can be in the forefront of leading this change. Anticipating challenges and developing effective service strategies to provide solutions will become second nature.
In the Customer Experience Strategies with Digital Transformation programme taught by Singapore Management University (SMU), you can develop the expertise you need to apply modern, disruptive technologies and tools to deliver an optimised customer experience.
of consumers report that they will become repeat buyers after a personalized purchasing experience.
of all consumers find a positive experience with a brand to be more influential than great advertising.
of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them.
This programme is for business leaders and professionals who:
The programme is suitable for mid-senior level managers, consultants and business leaders across all industries, particularly Banking and Finance, IT Products and Services, and Education as well as across all functions.
100+ Video Lectures
15+ Real-world Examples
15+ Assignments & Activities
8 Discussion Boards
6 Case Studies
Lee Kong Chian Professor of Marketing
Dr Nirmalya Kumar is Professor of Marketing of the Lee Kong Chian School of Business at Singapore Management University and a distinguished fellow at INSEAD Emerging Markets Institute. He has served on the Boards of ACC Limited, Ambuja Cements, Bata India, BP Ergo, Defaqto, Tata Capital, Tata Chemicals, Tata Industries, Tata Limited (UK), Tata Unistore, Ultratech, and Zensar Technologies... More info
SMU Academic Director, Executive Development
Dr Markus Karner has been teaching interdisciplinary courses on complexity theory, ecology, evolution, and strategy at SMU since 2005. He holds a PhD in Life Sciences from the University of Paris and an MSc from the University of Vienna, Austria. He also held postdoctoral research positions at the University of Southern California and at the University of Hawaii... More info
Associate Professor of Marketing
Dr Sandeep serves as Associate Professor of Marketing. Prior to joining SMU, he worked at Indiana University's Kelley School of Business and was a 3M Jr faculty fellow at Indiana University. He has a PhD in Marketing (with a minor in Statistics) from The Ohio State University, MS (MAS) and MBA from University of Texas at Dallas, and MS (Computer Engineering) from University of Minnesota... More info
Lee Kong Chian Professor of Marketing
Dr Kapil R Tuli is Lee Kong Chian Professor of Marketing, Director, Retail Centre of Excellence at Singapore Management University. He has a PhD in Marketing from the Goizueta Business School at Emory University, a Masters in Marketing & E-Commerce at Texas A&M University, a Post Graduate Diploma in Business Administration from NMIMS University (Mumbai), and... More info
Lee Kong Chian Professor of Operations Management
Prior to teaching at SMU, Dr Shantanu Bhattacharya was an Associate Professor of Technology and Operations Management and an Assistant Professor of Technology and Operations Management at INSEAD. He also taught at the University of Texas at Austin. Prof Bhattacharya holds a PhD in Management from the University of Texas... More info
Associate Professor of Organisation Behaviour and Human Resources
Dr Tan Hwee Hoon is Associate Professor with SMU’s Lee Kong Chian School of Business. Her research focuses on interpersonal trust within organisations and across cultures. In addition to an active research agenda, She is also actively involved in Executive Teaching, both in English and Chinese... More infoDR NIRMALYA KUMAR
Lee Kong Chian Professor of Marketing
Dr Nirmalya Kumar is Professor of Marketing of the Lee Kong Chian School of Business at Singapore Management University and a distinguished fellow at INSEAD Emerging Markets Institute. He has served on the Boards of ACC Limited, Ambuja Cements, Bata India, BP Ergo, Defaqto, Tata Capital, Tata Chemicals, Tata Industries, Tata Limited (UK), Tata Unistore, Ultratech, and Zensar Technologies.
He holds a Master of Commerce degree from Shivaji University, an MBA from the University of Illinois at Chicago, and a PhD in Marketing from the Kellogg School of Management at Northwestern University.
He has authored nine books—in addition to 10 appearances in Harvard Business Review—on marketing and business-related topics. Other publications have appeared in the Academy of Management Journal, Journal of Marketing, and Journal of Marketing Research. He has appeared on the lists of Thinkers50, the World's Best B-School Professors, and 50 Most Influential Business School Professors. In 2011, he received the Global Village Award by Thinkers50 for the person who contributed most to the business community's understanding of globalisation and the new frontiers established by emerging markets. In 2017, he was inducted into the Thinkers50 Hall of Fame for making a lasting and vital impact on how organisations are led and managed
Following six Case Centre awards for best selling cases, he received the prestigious Outstanding Contribution to the Case Method Award in 2014. He was also featured among the top 40 case authors consistently since the list’s first publication in 2016. In 2021, he received the 2021 Mahajan Award for Lifetime Contributions to Marketing Strategy Research by the American Marketing Association, a professional association for marketing professionals with 30,000 members
DR MARKUS KARNER
SMU Academic Director, Executive Development
Dr Markus Karner has been teaching interdisciplinary courses on complexity theory, ecology, evolution, and strategy at SMU since 2005. He holds a PhD in Life Sciences from the University of Paris and an MSc from the University of Vienna, Austria. He also held postdoctoral research positions at the University of Southern California and at the University of Hawaii.
His research used molecular biology tools in microbial ecology in the Mediterranean, Pacific Ocean, and Antarctica. He was awarded the U.S. National Science Foundation Medal for Services in Antarctica. He published his original research in the prestigious journal Nature other peer-reviewed publications and wrote a textbook on biological models for business. His research was funded by the National Science Foundations of Austria and the U.S., and by the Commission of the European Communities.
DR SANDEEP R. CHANDUKALA
Associate Professor of Marketing
Dr Sandeep serves as Associate Professor of Marketing. Prior to joining SMU, he worked at Indiana University's Kelley School of Business and was a 3M Jr faculty fellow at Indiana University. He has a PhD in Marketing (with a minor in Statistics) from The Ohio State University, MS (MAS) and MBA from University of Texas at Dallas, and MS (Computer Engineering) from University of Minnesota.
His research interests are related to developing quantitative models of consumer behaviour using industrial data. His research primarily focuses on retail analytics. Specifically, understanding and measuring the impact of promotions, advertising and new products and proposing new approaches for market segmentation using Bayesian and Markov Chain Monte Carlo (MCMC) methods. His research has appeared in Marketing Science, Journal of Marketing, Journal of Retailing, Marketing Letters and Customer Needs and Solutions. He was awarded Lee Kong Chian Research Fellowship in 2016-17 and was also in the Dean’s Teaching Honour List for Postgraduate Teaching in 2018.
DR KAPIL R. TULI
Lee Kong Chian Professor of Marketing
Dr Kapil R Tuli is Lee Kong Chian Professor of Marketing, Director, Retail Centre of Excellence at Singapore Management University. He has a PhD in Marketing from the Goizueta Business School at Emory University, a Masters in Marketing & E-Commerce at Texas A&M University, a Post Graduate Diploma in Business Administration from NMIMS University (Mumbai), and a Bachelors in Chemistry from Mumbai University, India.
His areas of specialisation include Customer Centricity, Brand Management, Customer Satisfaction, Innovation & Digital Transformation. Over the years, he has engaged in designing and delivering executive education programmes, public speaking, and consulting engagements with a wide variety of firms such as, Visa, Tiffany & Co, Ikea, DFS, Johnson & Johnson, United Overseas Bank, Microsoft, Sembcorp Marine, Singapore Power, Singhealth, Civil Service College at Singapore, Zuellig Pharmaceuticals, Health Promotion Board, Public Utilities Board, Urban Regulatory Authority, and Prysmian Inc.
Currently, he teaches Marketing Management to MBA students and Managing Service Innovations to the Masters in Innovation Students. In addition, he also teaches Marketing Strategy to PhD Students. Over the years, he has been recognised for both his research and teaching. In 2015, a case study written by him (Jungle Beer: An Entrepreneur's Journey) was awarded the Best Case Study Award in Entrepreneurship by the EFMD. In 2016 he became the first faculty from an Asian business school to be conferred the prestigious Rajan Vardarajan Award from the American Marketing Association (AMA) for early career impact in Marketing Strategy. In 2017, his research on customer solutions won the AMA-Sheth Award for long impact for an article published in the Journal of Marketing.
DR SHANTANU BHATTACHARYA
Lee Kong Chian Professor of Operations Management
Prior to teaching at SMU, Dr Shantanu Bhattacharya was an Associate Professor of Technology and Operations Management and an Assistant Professor of Technology and Operations Management at INSEAD. He also taught at the University of Texas at Austin. Prof Bhattacharya holds a PhD in Management from the University of Texas at Austin and an MSc in Electrical Engineering from Louisiana State University.
His teaching and research interests include technology management, operations management, supply chain management and new product and services development. He is a member of INFORMS, has delivered several presentations on managing uncertainty in the high-technology industry, and had his research featured in Management Science.
DR TAN HWEE HOON
Associate Professor of Organisation Behaviour and Human Resources
Dr Tan Hwee Hoon is Associate Professor with SMU’s Lee Kong Chian School of Business. Her research focuses on interpersonal trust within organisations and across cultures. In addition to an active research agenda, She is also actively involved in Executive Teaching, both in English and Chinese. She has trained for major profit and non-profit organisations around the region such Aurecon, BCA (Indonesia), Barclays, BNP Paribas, Credit Suisse, Civil Service College (Singapore), Hyfiux, Johnson and Johnson, Ministry of Foreign Affairs-Singapore and ASEAN, Servier, the SingTel group, the SingHealth Academy, Singapore Airlines, Sumitomo Chemicals, IMC Corp, International SOS, among others.
She consults for organisations such as the Singapore Tourism Board, IE Singapore and the Asia-Pacific Economic Cooperation and currently sits on the Practices Committee of the Institute of Human Resource Professionals (IHRP), Singapore. She has been published in many international journals, including the Academy of Management Journal, Strategic Management Journal, Journal of Applied Psychology, Human Relations and many others. She was also the Asia-Pacific Editor of the Journal of World Business from 2000-2004 and currently sits on the review board of Journal of Management.
The programme comprises 8 modules, each taught by an SMU faculty member with field experience related to the topics being discussed.
Examine the unique trajectories of two of the most successful companies in history, including the complexities involved in online versus ofine retail channels, the distinctive capabilities and resources required for each business model, and the challenges faced in developing an omnichannel presence.
Explore how the CEO and co-founder of Iuiga—a Singapore based e-commerce start-up—eschewed the conventional e-retailing model by acquiring complete control over its value chain.
See how the public transportation rm SMRT leveraged social media to provide real-time engagement with commuters and build a more reliable service.
Analyse Iuiga’s omnichannel retailing journey, from customer transaction data to brand presence to strategy implementation and more.
Evaluate how NIO used BaaS to compete in a cutthroat EV market dominated by global-leader Tesla, including the hurdles to the diffusion of EVs, NIO's BaaS as a competitive strategy, and BaaS for tackling climate change and circular economy goals.
Examine the 6-year period when DBS embarked on its second strategy to become the Best Bank in the World by 2020. The bank reached its objective in 2019 and continues to garner more banking accolades.
Upon successful completion of the Programme, participants will be awarded a verified digital certificate by Singapore Management University.
Download BrochureAll certificate images are for illustrative purposes only and may be subject to change at the discretion of Singapore Management University.