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Brandt Business Services | Your CX Experts
Brandt Business Services | Your CX Experts

CX by Design | A Brandt Academy Program

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Program Details
Duration5-day or 10-day programme
FormatOn-site co-creation workshop
Funding100% HRDC SBL-Khas claimable
Suitable forCustomer service teams, contact centers, operations leaders

CX by Design

A Brandt Academy Workshop Programme

Fix the system. Not just the symptoms.

Most customer service problems aren’t people problems. They’re process problems. CX by Design is a hands-on, co-creation workshop that builds your CS operation from the ground up — with your team doing the work, guided by a Brandt consultant every step of the way.

How It Works

The programme follows three phases:

Discover — Map your current state. Surface every gap, friction point, and process that was never properly designed.

Design — Build the future state. Journey maps, SOPs, escalation matrix, SLA thresholds — co-created by your own team in the room.

Deliver — Operationalize it. De-escalation playbooks, refund frameworks, a 90-day action plan with named owners and a monitoring framework your management can use from Day 1.

What You Walk Away With
  • Bilingual CS Operations Manual (English and Bahasa Malaysia)
  • Escalation Matrix with clear accountability at every tier
  • Customer Journey Maps — current and future state
  • De-escalation Playbook with approved scripts and scenario responses
  • Refund Mitigation Framework and decision tree
  • 90-Day Action Plan ready to execute
Ready to redesign your customer experience from the inside out?

CONTACT US FOR MORE INFORMATION 

CLAIM YOUR HRDC FUNDS TODAY!

Ensuring Project Success
Building People Skills, Building your Strategic Edge, Delivering Operations Excellence, Experiential Learning, Leaders Lab, Training

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Celemi Decision Base
Building People Skills, Building your Strategic Edge, Experiential Learning, Training

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Manager Effectiveness
Building People Skills, Building your Strategic Edge, Experiential Learning, Leaders Lab, The Leadership Edge

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Celemi Tango
Building People Skills, Building your Strategic Edge, Delivering Operations Excellence, Experiential Learning, Leaders Lab, The Leadership Edge, Training

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Business Acumen & Finance
Building your Strategic Edge, Delivering Operations Excellence, Experiential Learning, Leaders Lab, Sales Excellence, Training

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High Impact Conversations
Building People Skills, Experiential Learning, Improving Communications, Leaders Lab

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Mental Wellness
Experiential Learning, Leaders Lab

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Celemi Enterprise
Building your Strategic Edge, Delivering Operations Excellence, Experiential Learning, The Leadership Edge, Training

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About Us

Brandt Business Services has offices in Kuala Lumpur, Singapore, Jakarta and Manila. 

Brandt Business Services is one of the Top BPO Companies globally on DesignRush.