| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 25 | Redesigning a customer persona & engagement model | MCCID | Empathy Statements | VIEW | ATTEMPT | DOWNLOAD |
| Small talks – Robotic vs. Human Conversations | ||||||
| Giving clear instructions and explanations | ||||||
| Identify process redesign opportunity using the new tools and practices on multip channel customer interaction model |