About This Course

This intermediate-level Critical Core Skills course gives learners a practical understanding of how to strengthen customer experience through digital engagement. It covers how customers interact with a brand across different stages of the journey and how digital tools—such as social media platforms, CRM systems, and AI assistants—can improve these touchpoints. Learners will also explore how generative AI tools like ChatGPT, Microsoft Copilot, and Google Gemini can support customer persona creation, journey mapping, and service communication. Through hands-on activities, real scenarios, and simple frameworks, learners will learn to design customer-focused improvements that build stronger relationships and long-term loyalty.

What you will learn

By the end of this course, learners will be able to:

Analyse customer behaviour and digital trends across the customer journey to anticipate customer needs and expectations at different engagement stages.

Evaluate customer feedback and customer experience metrics from digital channels to identify service gaps, pain points, and opportunities for improvement.

Apply customer persona development and customer journey mapping techniques, and use digital engagement tools such as CRM systems, social media platforms, and messaging applications to improve customer communication and engagement.

Apply AI and generative AI tools, including ChatGPT, Google Gemini, and Microsoft Copilot, to support customer persona creation, analyse feedback data, and draft more effective customer communications to improve engagement outcomes.

Propose and review improvements to customer engagement strategies by applying service recovery approaches and evaluating their impact on customer satisfaction and relationship outcomes.

Job Roles

Customer Experience Managers, Digital Marketing Managers, E-commerce Managers, Customer Relationship Managers, Marketing Analysts, Service Excellence Managers, CRM Specialists, Product Managers, Brand Managers, and Social Media Managers.

Minimum Requirement

Education: Higher NITEC; GCE O; GCE A; Diploma graduates
Literacy/Numeracy level: WPLN Level 5

Course Details

Eligible Grant

SkillsFuture Credit
up to 70% WSQ funding
SSG Training Grant

Who Should Attend

Customer Experience Managers, Digital Marketing Managers, E-commerce Managers, Customer Relationship Managers, Marketing Analysts, Service Excellence Managers, CRM Specialists, Product Managers, Brand Managers, and Social Media Managers.

Course Duration

14 hours

Mode of Delivery

Synchronous e-Learning
In-person Classroom

Accessibility

Our location is wheelchair accessible

Course Reference Number

TGS-2025053480

Funding Validity Period

24 March 2025 – 25 September 2025

Why train with SSA Academy

One of the appointed training providers by SkillsFuture Singapore (SSG) for Critical Core Skills (CCS) framework
Over 40 years of experience in workplace skills training
Over 15 years of working closely with SSG
Extensive pool of trainers with wealth of experience
Customisation of course content to suit organisational needs*
Won numerous awards for Operational Excellence and Overall Business Performance

*Terms and conditions apply

Course Fee

SELF-SPONSORED		SMEs	NON-SMEs		Full Course fee (Before GST)	Full Course fee (Include GST)
Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old	Singaporeans Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old
Course Fee Funding 50%	Course Fee Funding 70%	Course Fee Funding 70%	Course Fee Funding 50%	Course Fee Funding 70%
$330.40	$218.40	$218.40	$330.40	$218.40	$560	$610.40