Digitising the Shopping Experience Workshop

Research, Purchase, Fulfillment and Post-Purchase

Digital transformation is changing the way businesses interact with customers and how they deliver consistent services to customers anytime, anywhere. This interactive workshop looks into the different types of technology and innovation across the different retail shopping experience, helps retailers examine the comprehensive physical and digital transformation for the retail sector, and the different roles that technology can be applied to for you and your customer engagements.

Upcoming Course Schedule

Course Dates: 1 & 2 December 2020 
Fees: S$2,500 (S$250 with SSG max funding) 
Duration: 2 days, 9.00am to 12.45pm 
Who should attend? Business Owners, C-Suites, Middle Management who are the catalyst to digital transformation for their retail organisation. 
Venue: Powered by Zoom platform

About the Trainer

Ronald L. Hess is an Associate Professor of Marketing at The College of William & Mary’s Raymond A. Mason School of Business. Prof Hess currently teaches customer experience management at the College and is a three-time winner of the College’s Outstanding Professor Award.

Learning Objectives

LEARNING OBJECTIVES

  • Understand the importance of new technologies for the retail industry
  • How to use the new technology framework and methods to enhance customer experience
  • How to improve customer engagement through personalisation

 

One-To-One Coaching Session

Each participant will be entitled to a 1-hour one-to-one session with the trainer, where he will go through and guide how you can apply the technology framework to your business and identify innovations that can help you enhance your customer engagement.

Note: The date and time of the one-on-one session will be arranged separately for each participant.

 

Programme Outline

Hours Content session 4.1
3

Hours

 

(30 min.

Break)

 

Lecture and Discussion: The Adoption of Technology and Innovation Across the Retail Shopping Experience

 Topics:

·       Role of technology to customers and retailers

·       Technology investments: priorities and future

·       Technology prior to purchase, in-store, during/after purchase and technology for managing store operations

·       Framework to prioritize these technologies for the future

·       Numerous best practices of retailers will be explored throughout the session.

·       Case Study

 

Objective:

·       Discuss the importance of new technology for retailing as essential approaches for data collection (big data, predictive analytics, A.I.)

·       Understand how to employ technology to enhance customer experience and improve customer engagement and personalization

 

Content session 4.2
2

Hours

 

(30 min.

Break)

 

Digital Transformation Case Discussion

Topics:

·       Technology adoption and customer behaviors and competitive environment

·       Discuss the multitude of technologies with external companies that were employed during every step of the customer experience

·       Use of external partnerships to develop a web of innovation

 

Objective:

·       Discuss the importance of new technology for retailing as essential approaches for data collection

·       Understand how to employ technology to enhance customer experience and improve customer engagement and personalization

·       Introduce methods to market and sell retail technologies and innovations

 

Hours Content session 4.3 
2

Hours

 

 

Case Discussion

 Topics:

·       Technology investments: priorities and future

·       Discuss highly unique methods of customer service in the highly digitized customer experience journey

 

 Objective:

·       Discuss the importance of new technology to enhance service delivery at a large department store retailer

·       Understand how to employ technology and unique innovations to enhance customer experience and improve customer engagement and personalization

 

Project sessions 
1 Hour Each Individual Project and Discussion: Apply technology and innovations to participants’ retail businesses and present the results to facilitator (R. Hess) 

Each participant in the program will work on an assignment that requires an application of the framework for technology and innovation to their actual businesses.

Video meetings will occur with each SGPC participant who will present the details of the assigned project.

Facilitator will critique and provide detailed suggestions during meetings.

 

 Objectives:

·       Applying framework for technology and innovation to their actual businesses

·       Identify technologies and innovations that are optimal for participants’ actual businesses while enhancing customer engagement

 

 

Fees and Funding

SPONSORED BY SME, SINGAPORE CITIZENS OR PERMANENET RESIDENTS 1 Age 39 and below S$802.50*
Age 40 and Above S$302.50*
OTHERS S$2,675.00*

 * Fees includes 7% GST

1 SMEs are required to make an upfront 30% payment of the full programme fees and will be reimbursed the remaining 20% after the last day of the training programme via the Training Partner Gateway (TPG).

 

ENHANCED ABSENTEE PAYROLL

From 1 May 2020 till the last day of December 2020, employers who send their workers for training will be eligible to claim up 90% of their hourly basic salary (capped at S$10/hour). For more information, please refer here: https://www.ssg.gov.sg/ETSP_EnhancedAP.html

 

ATTENDANCE POLICY

All participants are to fulfil a minimum of 75% attendance and submit a post-programme report after the training programme. A template will be given as a guide for the project report.

We are thrilled to hear from you! Should you have any enquiries, please contact us at programmes@sgpc.sg!