Customer Journey Mapping for Hospitality Innovation & Transformation

With the use of big data, this course helps to establish and trengthen customer satisfaction with insights in implementing engagement strategies.

This course teaches the learner to:

• Understand the importance of Customer Satisfaction.
• Understand how survey questionnaires are developed.
• Calculate Customer Satisfaction (C-Sat) and Net Promoter Score (NPS).
• Understand how C-Sat and NPS is being used in organisations

What You'll Learn

By the end of the course, participants will be able to

Explain how to use customer journey mapping as a tool in enhancing customer experience in the hotel industry

Identify the various hospitality innovations and technologies that could enhance customer experience in the hotel industry

Identify potential challenges in introducing hospitality innovation and technology in the hotel business

Describe the benefits of methods used to increase customer's acceptance towards the use of technology and how this can overcome customer experience gaps.

Minimum Entry Requirement

Proficiency in English