CPD Course Catalog Fall 2021 | The School of Professional Studies
Choose a dynamic way of learning, regardless of how you choose to study. Our courses are built to provide the skills professionals need to grow in their profession, as our teaching methodology is well planned, structured, and student-centered. Whether you choose to study face-to-face, online or through online pre-recorded courses, you will get expert guidance from a panel of highly qualified and experienced tutors committed to the success of every student in all subjects. SPS CPD courses count as formal CPD as they offer a structured approach, where learning objectives/outcomes can easily be identified, and the member is essentially ‘taught’ something that enhances their knowledge and/or technical skills. Many of our seminars are approved by HRDA and suitable subsidies will, therefore be available to all HRDA qualifying participants Ways to study with us. Choose a dynamic way of learning, regardless of how you choose to study. CLASSROOM BASED COURSES LIVE ONLINE INSTRUCTOR - LED COURSES ONLINE PRE-RECORDED COURSES [ON DEMAND] HOW TO BOOK Ready to increase your potential with one of our training courses? We can’t wait to help you get started. Once you’ve selected your course, secure your place by calling us on 22713230 | 25867500 or by emailing us at SPSNicosia@cycollege.ac.cy | SPSLimassol@cycollege.ac.cy, and we will guide you on your next steps for your registration.
Choose a dynamic way of learning, regardless of how you choose to study.
Our courses are built to provide the skills professionals need to grow in their profession, as our teaching methodology is well planned, structured, and student-centered. Whether you choose to study face-to-face, online or through online pre-recorded courses, you will get expert guidance from a panel of highly qualified and experienced tutors committed to the success of every student in all subjects.
SPS CPD courses count as formal CPD as they offer a structured approach, where learning objectives/outcomes can easily be identified, and the member is essentially ‘taught’ something that enhances their knowledge and/or technical skills. Many of our seminars are approved by HRDA and suitable subsidies will, therefore be available to all HRDA qualifying participants
Ways to study with us.
Choose a dynamic way of learning, regardless of how you choose to study.
CLASSROOM BASED COURSES
LIVE ONLINE INSTRUCTOR - LED COURSES
ONLINE PRE-RECORDED COURSES [ON DEMAND]
HOW TO BOOK
Ready to increase your potential with one of our training courses? We can’t wait to help you get started.
Once you’ve selected your course, secure your place by calling us on 22713230 | 25867500 or by emailing us at SPSNicosia@cycollege.ac.cy | SPSLimassol@cycollege.ac.cy, and we will guide you on your next steps for your registration.
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7 <strong>CPD</strong> UNITS<br />
UNITS<br />
TRANSFORMING<br />
CUSTOMER<br />
EXPERIENCE (CX):<br />
SHAPING THE FUTURE<br />
OF YOUR BUSINESS<br />
CONTINUOUS PROFESSIONAL DEVELOPMENT (<strong>CPD</strong>) | SKILLS YOU NEED<br />
C O U R S E D E T A I L S<br />
Great Customer Experience can increasingly drive loyalty,<br />
differentiation, and value, if you design and perfectly execute the right<br />
<strong>of</strong>fering. This program provides the framework on leading and<br />
transforming Customer Experience and Design to achieve sustainable<br />
customer-centric business model. You will explore Customer<br />
Experience lifecycle, high Impact emotional motivators and<br />
McKinsey’s blueprint on transformation through six core beliefs with<br />
practical examples to establish emotional connections in today’s<br />
experience economy to meet consumer raising and evolving<br />
expectations. With hands-on approach, you will also cover emotional<br />
design thinking process, journey map, metrics, governance <strong>of</strong><br />
customer feedback and transformation execution map given the<br />
recent shifts in consumer expectations and behaviors brought by<br />
COVID-19.<br />
T A R G E T G R O U P<br />
This program is designed for Chief Executive Officers, Chief Operating<br />
Officers, Chief Information Officers, Chief Marketing Officers, Chief<br />
Financial Officers, Chief Technology Officers, Chief People Officers,<br />
Customer Support; Service, Retention, Experience Managers, Sales<br />
Managers, Product Managers; Operations Managers, Risk Managers.<br />
I N S T R U C T O R E L I S A B E T H K E S T E R L I A N - C O R P O R A T E T R A I N E R<br />
T O P I C S T O B E C O V E R E D<br />
Elisabeth is a holder <strong>of</strong> a bachelor’s degree in business administration and joined Reuters/Thomson Reuters Nicosia in<br />
2007. She launched her first Customer Service Six Sigma project in 2013 through Siebel CRM to reduce responsiveness<br />
time to customers in Financial Services, FTSE London and MSCI. In 2016, she played a key role in migrating to the new<br />
generation Salesforce s<strong>of</strong>tware solution, Service Cloud, and continued her journey with several projects in Data Quality<br />
Management with BlackRock, MSCI and HSBC. In 2017, Elisabeth refocused and empowered frontline teams in different<br />
locations to shift from a Service to an Experience mindset and eventually launched the first Experience Pulse project<br />
within Content Customer Operations team globally, leading and improving Net Promoter Survey (NPS) scores with key<br />
clients such as STOXX, MSCI, FTSE/LSE, JPMorgan, and others. As an advocate for great Customer Experience in Cyprus,<br />
Elisabeth continues her journey as a corporate trainer <strong>of</strong> pr<strong>of</strong>essional development courses. She recently joined the<br />
Cyprus Mail and is also contributing to Cyprus 4.0, the fourth Industrial Revolution, a paradigm created by McKinsey<br />
Consultants and the World Economic Forum.<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
Customer Experience and lifecycle<br />
High Impact Emotional Motivators<br />
Customer Journey Map<br />
Customer Experience & Design<br />
transformation six core beliefs:<br />
Common Purpose<br />
<strong>The</strong> most important journeys<br />
Customer Expectations & Perceptions<br />
Design Thinking - Emotional Design<br />
Thinking Process<br />
Empower the frontline<br />
Metrics & Governance<br />
Customer Feedback Process<br />
Customer Experience (CEM) vs. Customer<br />
Relationship Management (CRM)<br />
<strong>The</strong> Emotion Scale<br />
Customer Experience & Design<br />
Transformation Mapping<br />
Take the next step UP in your career. Sign up now.<br />
DATES<br />
& VENUE<br />
N I C O S I A<br />
C Y P R U S C O L L E G E<br />
22/10<br />
FRIDAY<br />
9.00-17.00<br />
€190 + VAT<br />
H R D A S U B S I D Y : €119<br />
D E L I V E R Y M E T H O D<br />
F A C E - T O - F A C E<br />
PLEASE NOTE THAT DUE TO<br />
THE COVID-19 PANDEMIC,<br />
IN-PERSON PROGRAMS<br />
MAY SHIFT TO<br />
VIRTUAL FORMAT<br />
L A N G U A G E O F<br />
I N S T R U C T I O N<br />
ENGLISH<br />
Tel: 22713230 | Email: SPSNicosia@cycollege.ac.cy | Webpage: https://sps.cycollege.ac.cy
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