Turn Every Customer Touchpoint Into an Opportunity to Convert, Automatically
Turn Every Customer Touchpoint Into an Opportunity to Convert, Automatically
Most businesses don’t lose customers because of bad service — they lose them in the gaps where follow-ups take too long. This course teaches you how to map the real buyer journey, spot where leads leak, and use AI to fix it instantly. You’ll walk away with tools to personalise engagement at scale, automate key touchpoints and turn customer experience into a real competitive advantage.
Course Overview
Master Customer Experience Strategy with AI Precision
This WSQ-aligned course, featuring instructor-led learning and practical exercises, empowers marketers, customer experience teams and business owners to confidently apply Generative AI across the customer journey — replacing guesswork with data-backed personas, mapping every touchpoint from awareness to advocacy, automating personalised nurturing, and leveraging AI-enabled customer engagement workflows.
Key Learning Outcomes
Design a Journey Rooted in Your Buyer Persona
Build end-to-end customer journey maps grounded in buyer personas to drive stronger customer engagement across all stages.
Hyper-Personalise Across Every Channel
Deploy tailored AI workflows that generate instant, context-aware content, chat responses, and ad creatives — meeting inbound leads with faster replies wherever they are.
Build Chat & Email Automations That Convert
Deploy AI automation that generates instant WhatsApp replies, lead follow-ups, and email sequences to boost conversion rate while keeping human-in-the-loop oversight.
Run an AI-Powered Sales Funnel
Wire lead flows directly into an AI-enabled sales funnel so leads are scored, nurtured and routed, ensuring no lead falls through the cracks.
Real Business Scenarios, Live Prompting & AI Setup
What You'll Walk Away With:
- Your Automated AI Sales Funnel: An end-to-end funnel in an AI-enabled CRM, live on day 3.
- Hyper-Personalised Content Library: AI prompts & templates for every channel and lead type.
- Lead-Nurturing Workflow Pack: Chat & email sequences across WhatsApp and Email.
Who This Course Is For
Built for Teams That Own Customer Growth
Empowering Singapore’s marketers, customer experience teams, and business owners with practical AI skills to map customer journeys and automate follow-ups that convert.
SME Owners & Founders
Deploying automated systems that nurture leads, build trust and convert clients at scale without hiring huge teams.
Marketing Managers
Seeking a smarter, scalable AI-powered outreach system and lead qualification process without losing the human touch.
Customer Success Leaders
Looking to turn happy clients into repeat buyers and real advocates.
Sales & Marketing Professionals
Level up from tactical execution to high-impact strategy. Master AI-powered customer journey mapping to eliminate busywork, drive measurable conversion, and elevate campaign performance.
Operations Managers
Overwhelmed by fragmented funnels and needing clear, automated systems to align marketing, sales, and service delivery.
Agency Leads & Consultants
Wanting to attract high-value clients, reduce manual pitching, and deploy automated content engines that draw high-value clients.
Course Prerequisites
Course Curriculum
Actionable AI Customer Journey Roadmap
Not just generic theory. Every module is paired with live prompt exercises, real business scenarios, and hands-on application of AI tools.
Developing an Effective Customer Journey Map
SFC-Eligible: Nett Fee from $0 - $468*
Learner Reviews & Results
Proven Results Across Singapore Enterprise & SMEs
Hear directly from marketers, business owners, and customer experience leaders who have transformed their customer experience and lead conversion workflows with QD Academy.
▶ Hear from a learner who transformed their customer journey with AI
Jordan Yuen
Financial Consultant
AIA
"Great 3-day AI course with practical, engaging, and packed with useful knowledge that I can immediately apply in my work. Highly recommended!"
Chen Zhideng
Financial Leader
Prudential
"Charmaine has been a very hands on and detailed trainer . She helps us understand and patiently explains and troubleshoot for us whenever we encounter an issue. Her knowledge of AI is definitely like a well of experience that we have so much to learn from Her from"
Meng Yao
Marketing Executive
Mason & Co Pte Ltd
"The class is very insightful to me and I really get a lot of valuable knowledge, this course can better improve our current CRM system to make sure the customer have a better journey throughout our service."
Jenelle
Marketing Manager
Kenneth & Co
"I was interested in learning about AI which is currently trending in the market and I found a lot of innovative solutions and tools that can help us as marketers."
Ashley
Math Teacher
Math Classroom Pte Ltd
"I Joined their AI class and learning about AI and automations can help increase efficiency and reduce manpower in our lives."
Lead Instructor Profile
Learn Directly from Experienced AI Practitioners
Our master trainers bring decades of hands-on experience in their fields, combined with extensive corporate expertise and proven training backgrounds. This ensures our courses are practical, relevant, and immediately applicable to what you'll face in real work situations.
Charmain Tan
Experienced AI Trainer & Practitioner • Founder of QD Academy and Engages.ai
Empowering Marketers & Customer Experience Teams to Automate Customer Journeys with AI
Charmain Tan is an acclaimed sales strategist, business coach, and AI enablement educator who built her first tech venture in Sweden before training over 1,000+ enterprise companies and 2,000+ leaders across Singapore and Southeast Asia in digital sales transformation and customer experience automation.
Charmain brings this experience into every class through a hands-on approach, helping learners move beyond generic theory and gain actionable concepts & practical workflows that can be directly applied to their own business challenges. Over the years, she has trained hundreds of professionals and leaders, helping sales, marketing, and customer experience teams integrate AI into their day-to-day operations, reduce repetitive manual work, and improve conversion outcomes through more effective customer engagement and optimisation strategies.
Frank Ho
Experienced AI Strategist & Practitioner • Founder of EpicNgage Media
Sales Growth
Applying Generative AI and Agentic AI Workflows to Marketing and Business Reporting
Frank Ho is an AI strategist and practitioner, digital marketing strategist, entrepreneur and WSQ-accredited trainer with over 10 years of practitioner experience. As Founder of EpicNgage Media, he applies Generative AI, prompt engineering and Agentic AI workflows to business reporting, data visualisation, marketing and productivity.
He has delivered hands-on AI training for organisations including IPOS and ETIKA, and consulted with over 1,000+ SMEs (ICanRead, JP Pepperdine Group, Epitex, Jean Yip) and 30+ multinational corporations (iFAST, SUTD, Dell, Fedex, P&G, Richemont Group), combining real-world AI implementation with deep digital marketing performance expertise.
Course Fee & Government Subsidies
Pay little to no cash with SkillsFuture Credits, UTAP & PSEA
Upcoming Course Schedule
Select Your Preferred Intake Schedule
3 - 5 November 2026 (Tue - Thu)
18 - 20 November 2026 (Wed - Fri)
Industry Recognised Certification
Earn Industry-Recognised Dual Credentials
Validate your mastery of AI-powered customer journey mapping and automation with official certifications recognised by employers across Singapore and recorded in your MySkillsFuture portfolio.
QD Academy Certificate of Completion
Issued upon completing the 24-hour curriculum, maintaining at least 75% attendance, and passing the practical assessment. Shareable directly on your LinkedIn profile.
WSQ Statement of Attainment (SOA)
Nationally recognised Singapore Workforce Skills Qualifications (WSQ) Statement of Attainment issued under QuickDesk Pte. Ltd. (Course Ref ID: TGS-2023018621).
Dual Credentials
Receive both the QD Academy Certificate and the official WSQ Statement of Attainment.
MySkillsFuture Portfolio
Course Code TGS-2023018621 recorded directly on your national training transcripts.
Add to Your LinkedIn
Feature the verified certificate to your digital resume to demonstrate high-value AI capabilities.
Don't Let Slow Follow-Ups Cost You Customers in 2026
Every day your team spends hours on manual follow-ups is another day of customers slipping through the gaps. Secure your SkillsFuture subsidized seat now.
SkillsFuture Course Ref ID: TGS-2023018621 • 100% Verified Singapore Training Provider
Frequently Asked Questions
Everything You Need to Know
Clear answers regarding SkillsFuture funding, UTAP claims, syllabus depth, and certification.
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