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FNB Customer Experience Masterclass 2 #happytohelp


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Tina Lovasic
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Masterclass 2: Customer Experience as related to human needs and experience essence.

Here is the course outline:

1. Recap and Introduction

In this video we will recap what was discussed during the CX Foundations Masterclass. We will also introduction the new masterclass and go through the agenda.

pageText Introduction
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2. Human Needs and the Experience Essence

In these videos we will explore human needs, learn what makes experiences unique: The Experience Essence and how it is used by great brands, we will then unpack FNB's EX essence, and we will learn how to apply the essence to interactions with your clients and colleagues.

pageText Lesson 1: Understanding Human Needs
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pageText Lesson 2: What is an Experience Essence
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pageText Lesson 3: Nando’s Case Study
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pageText Lesson 4: Ritz Carlton Case Study
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pageText Lesson 5: Introducing the FNB Experience Essence #happytohelp
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pageText Lesson 6: Making the FNB Experience Essence come alive
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pageText Lesson 6: Examples and Recap
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3. Recap and Conclusion

We will do a recap of everything we've learned during the masterclass. We will also wrap everything up!

pageText Recap and Conclusion
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