PH Commercial, ICTSI Global Academy host CX training

The Philippine Commercial team, in partnership with ICTSI Global Academy, recently concluded two “Intentional Impact: Focusing on Customer Experience” training sessions aimed at enhancing customer service across ICTSI’s Philippine terminals.

A total of 55 participants attended the sessions, held May 10 and May 17 at The Bayleaf Hotel in Intramuros, Manila. The group included employees from Commercial, Billing, Gates, and Documentation departments.

Led by Jerome Tuason of Breakthrough Consulting, the sessions covered customer-centric practices, customer journey mapping, and the role of individual and team efforts in shaping customer interactions. Participants engaged in group exercises to develop customer experience strategies and improvement plans.

The training emphasized the need for a proactive approach to customer service and highlighted the importance of integrating customer feedback into daily operations.

Participants left with a clearer understanding of their role in fostering positive customer experiences.