Transforming Customer Experience: Strategies for Service Industry
Lalit Kumar Bansal
This LITE programme was conducted for Infosys from 7 November 2024 to 6 February 2025. Participants of the programme completed the following modules:
1. Capturing Value in Modern Service Economies
2. Technology in Service: Service Robots, AI and Platform Business Models
3. Managing Customer Loyalty – The Wheel of Loyalty
4. Customer Centricity – Strategic Complaint Management, Service Recovery and
Customer Feedback Systems
5. Service Quality – The Gaps Model and Customer Service Process Redesign
6. Three Strategic Pathways to Cost-Effective Service Excellence
7. Productising Services, Branding the Service Experience and Building a World-Class
Service Organisation
In today’s service and knowledge-based economies, businesses must constantly find new ways to stand out. In this competitive marketplace, applying a customer-centric approach to managing, and delivering service excellence is critical. However, this effort requires more than relying on customer feedback to showcase your service offerings. It demands the creation of high-quality operations within a high-trust environment, leading to motivated employees who provide exceptional customer service.
In the Service Leadership: Customer Value, Excellence and Cost-Effectiveness programme— offered by NUS Business School—you can gain the competencies you need to become a customer-focused business leader capable of delivering more value for your organisation, employees and customers.