1. Customer
Experience
Management

4. Expectations
O Intern: from the hosting LC , from the NGO,
school or company
O EP: from the EP manager,
O Member: from the LC in terms of your
team(TL) and your development

5. Let’s introduce the
meaning of CEM

6. CEM in businesses
O Customer experience management (CEM)
is the collection of processes a company
uses to track, oversee and organize every
interaction between a customer and the
organization throughout the customer
lifecycle. The goal of CEM is to optimize
interactions from the customer's
perspective and, as a result, foster
customer loyalty.

7. O http://www.youtube.com/watch?v=JRFrpr4
W7cc

8. Over the past several years, Customer Experience Management
(CEM) initiatives have gained in popularity, involving an
assessment of a customer's entire journey as he or she touches
and interacts with a company's brand, associates,
technology, services and channels.
reduce risk
fewer total resources
• customer satisfaction,
• loyalty-relationship-building,
• reduction of costs associated with customer
care

9. CEM in AIESEC

10. SatisfactionStandardsSafety

11. We Care
Because We Understand
We Fulfill
Because We Know
We Improve
Because We Read
Safety
Standards
Satisfaction

12. Which are finally our
customers
O Interns
O Eps
O You baby!!!!!!!!

13. Safety and Standards

14. XPP is:
• Part of the International Compendium
(Supporting document X)
• Stating definition, criteria and process of
Exchange Programs (GIP & GCDP)
• To standardize and ensure the quality of
Programs we deliver
XPP Explanation

15. ▪ Minimum 6 weeks to maximum 78 weeks
▪ Meet the national and local legality
▪ Have a hosting organization which provided a clear legal status
▪ Minimum working hours, 25 hours for GCDP & 40 hours for GIP
▪ Under 30, within 2 years after graduation 36 months of exchange
▪ NO placement in a country where the EP lived 2 years within the last
10 years
▪ Exchange involves another organization as a major partner or
employer of EP
▪ (GIP only) EP is supervised by a full-time employee of TN
Program Criteria

16. Sending LC Hosting LC
O Provide Basic AIESEC
Knowledge
O Intern Goal-Setting
O Culture Shock
Preparation
O Train on the Exchange
Program Policies
O Urge EP to purchase
health/travel insurance
O Send Link to Reception Wiki
O Provide Visa Assistance in
terms of policy
O Provide relevant visa and
labor law information
thorough Reception Wiki or
other way
O Send key contact
information/address
O Send key information on TN’s
expectations
O Arrival pickup and bringing
the EP to the first day of
work
Delivery Standard

17. • The amount and form of salary provided to the EP
• Accommodation, and its exact condition (such as single
room, host family)
• Accommodation, transportation, insurance and visa cost
payment responsibility
• Other living conditions, if any, (such as providing food) and
necessary costs for both hosting organization and the EP
Quality Standard

18. Satisfaction
O How can we measure the satisfaction of our
customers?

19. NPS
CEM
Custo
mer
loyalty
The data
How to transform data into action
The end result we want to achieve

20. Net Promoter Score
What is a Net Promoter Score?
“ How likely are you to recommend your experience to a friend
or a colleague?”
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters

21. Net Promoter Score
NPS = % of promoters - % of detractors
Example
25/100 promoters - 45/100 detractors = -
20 NPS
Scale: -100 to +100

22. When is NPS sent?
O Eps → Matched, Realized, Complete
O Interns → Match, Complete
O Members →December , June

23. NPS in our LC
NPS Febr-now %of responses NPS Aug-now
oGCDP
oGIP
iGCDP
iGIP
TMP
TLP

24. NPS Comments Promoter

25. NPS Comments promoter

26. NPS Comments Detractor

27. NPS Comments Detractor

28. NPS for members
View email in your browser.
Dear {{ record.person.first_name }},
In the past 6 months you experienced or have been experiencing our {{ record.segment_a.segment }} in one or more roles.
We are passionate about providing impactful and relevant experiences to young people. To ensure that we can continue to do so, we
are reaching out to you for feedback.Click here to fill the feedback survey.
We promise it will only take a couple of minutes!
If you have any questions or queries, drop us an email on feedback@ai.aiesec.org, and we'll get back to you.
Regards,
AIESEC International

29. Which of the expectations that
you have set in the beginning
do we cover as AIESEC?

30. Split in OGX,ICX and CEM
functional

31. O TN flow
O Call
O Visit
O Follow up
O Raise
O Promote TN
O Interview
O Selection process
O Matching
O Forward the EP to
CEM Team
O Preparation
O Delivery
O Partnership
management
O EP flow
O Promotion
O Application
O Selection Process
O EP contract
O EP Fee
O Raise form
O AIESEC Induction
O Preparation
O Matching
O Integration in LC
O Servicing-Evaluation
O Showcasing Impact
O Re-integration

32. Evaluation time
O OGX,ICX: How do you contribute in CEM
in each stage?
O CEM: What do you expect from the other
members to do in order to contribute to
your work?

33. Now as members…
O Evaluate your XP so far in terms of
1.Team experience
2.Development

34. Improvement time
O Check again the TN and EP flow and the
XPPs based on safety, standard,
satisfaction .
O What more can you do in your
everyday life in AIESEC to improve the
CEM processes?

35. But think of all the LC…
O Let’s introduce CEM team

36. Golden Rules
O Put yourself in others shoes
O Take the responsibility of the XPs that
we offer
O Drive your own XP
O Complete NPS survey!!