Intensive training days
CORPORATE TRAINING PROFILE
Customer Experience JourneyMilitary Commercial Joint Stock Bank – MB Bank
This profile documents the in-house “Customer Experience Journey” program delivered for Military Commercial Joint Stock Bank – MB Bank. It summarizes the business context, capability objectives, program modules, practice tools, survey results, participant feedback and course photos.
Core modules
Overall satisfaction
Participant feedback
1. Training Profile Overview
Military Commercial Joint Stock Bank – MB Bank
Military Commercial Joint Stock Bank – MB Bank operates in finance and banking. This profile presents the organization as the client for the customer experience Journey program and highlights the operating context, target audience and capability-development needs behind the engagement.
The “Customer Experience Journey” program was delivered for MB Bank personnel involved in improving customer experience across the organization. The content was connected to the work context of Military Commercial Joint Stock Bank – MB Bank, helping participants practice relevant methods and apply learning after training.
2. Training Solution Delivered
Program Purpose
Strengthen practical capability in customer experience Journey and help participants transfer relevant knowledge, tools and behaviors into daily work.
Delivery Approach
The program combined concise lectures, guided discussion, case exercises and practice tools across the core modules.
Capability Focus
The focus was on understanding core concepts, practicing methods and tools, and building suitable application plans for real work situations.
Target Outcomes
The expected outcome was to convert knowledge into practical actions while improving coordination, execution quality and confidence after training.
3. Training Context, Capability Needs and Objectives
Implementation Context
The business context created a need to strengthen customer experience Journey, improve consistency of execution and connect training content with practical work requirements.
Capability Needs
Participants needed a shared language, practical tools and structured methods to apply customer experience Journey more effectively in their roles.
Training Objectives
After training, participants were expected to apply relevant techniques, coordinate more effectively and turn the program content into concrete workplace actions.
4. Program Content and Practice Tools
SessionModule
Learning Objectives
- Key Content
- Practice Tools
01Customer Experience Strategy
Understand and apply the key concepts, tools and workplace practices in customer experience strategy.
02Designing Customer Experience Programs
Understand and apply the key concepts, tools and workplace practices in designing customer experience programs.
03Measuring Customer Experience
Understand and apply the key concepts, tools and workplace practices in measuring customer experience.
5. Results and Application Value
Capabilities Strengthened
Participants reinforced knowledge, behaviors and tools related to customer experience Journey.
Application Capability
Participants practiced how to apply the program content through structured exercises and workplace-oriented examples.
Coordination and Execution
The program supported clearer coordination, shared understanding and more consistent execution among participants.
Value for Work
The learning outcomes provide practical value for daily work, team collaboration and continuous improvement after training.
6. Course Survey Results
Overall Satisfaction
Practical Applicability
Content Quality
Training Methodology
Post-Training Applicability
Commitment to Post-Training Application
7. Participant Feedback
“
The course provided practical methods that I can apply directly in my work.
Tran Minh TrungParticipantMilitary Commercial Joint Stock Bank – MB Bank
“
The examples and exercises made the customer experience Journey content easier to understand.
Nguyen Thi HoaParticipantMilitary Commercial Joint Stock Bank – MB Bank
“
The instructor connected the lessons with real situations in our organization.
Le Van DungParticipantMilitary Commercial Joint Stock Bank – MB Bank
“
The practice activities helped me see how to improve my daily work approach.
Pham Thi LanParticipantMilitary Commercial Joint Stock Bank – MB Bank
“
The program was useful, practical and easy to share with my team.
Do Quoc BaoParticipantMilitary Commercial Joint Stock Bank – MB Bank
“
I gained clearer tools and more confidence to apply the learning after class.
Vu Thanh TungParticipantMilitary Commercial Joint Stock Bank – MB Bank
DELIVERY EVIDENCE
8. Course Delivery Photos
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