Develop a New Vision of Personalised Customer Experience
6 weeks | 4-6 hours/week | Self-paced Videos + webinars + cohort
| *** 2024 Cohort Enrolment dates: 25 July, 17th October *** |
It can be argued that, in some cases, customer experience (CX) has become more important than the brand itself when it comes to retaining customers and attracting new business. Today’s customer experience strategies go beyond traditional discounts and perks by engaging customers with personalized, seamless, and consistent interactions across all touchpoints. Customer Experience Strategy (Online) program will prepare you to develop this new vision and gain a competitive business advantage with answers to critical questions, such as the following:
- Why should it be a priority to meet the needs of your customers before the needs of your business when designing customer experience strategies?
- What is the difference between customer loyalty and customer advocacy?
- What are the potential benefits and drawbacks of using artificial intelligence (AI) and machine learning (ML) technology for personalization?
- How can you best leverage consumer research techniques and employ personas, journey maps, and empathy maps to improve the customer experience?
Who should attend:
While there are no specific prerequisites in terms of content knowledge, this program is designed for those who have some management-level experience in product, service, and brand marketing.
Mid-level to senior managers who want to develop competitive differentiation by designing engaging customer experiences in the context of multichannel interactions:
- CX manager
- Sales manager
- Success manager
- Senior sales manager
- Program manager
- Project manager
- Account manager
Product professionals, marketers, and entrepreneurs who want to integrate an overall customer experience strategy with their brand and product strategies:
- Senior product manager
- Product manager
- Marketing manager
- Brand manager
- Product marketing manager
- Product owner
- Organization founder or co-founder
Topics covered:
This program covers key principles and tactical research and technology tools for developing customer experience strategies that support business differentiation as a competitive advantage.
- Module 1: Customer Experience Strategy and the Role of Customer Experience Design
- Module 4: Understanding Customers, Part 2
- Module 2: Business Differentiation through Superior Customer Experience
- Module 5: Validating and Measuring the Impact of Customer Experience Design
- Module 3: Understanding Customers, Part 1
- Module 6: The Role of Technology
Learning Outcomes:
The Customer Experience Strategy (Online) program will enable you to:
- Evaluate, understand, and work toward addressing the needs of your customers before the needs of your business
- Use qualitative and quantitative research tools to test customer experience strategies and create a holistic approach to giving customers a great experience with a brand
- Evaluate customer experience from the customer's point of view
- Leverage consumer research techniques to discover the motivations that drive customer needs
- Employ tools, such as personas, journey maps, and empathy maps, to make more informed decisions on how to improve customer experience
- Recognize the value of personalization in customer experience design using AI and machine learning technologies.
Program Experience:
Throughout the six-week program, participants will complete assignments for a capstone project based on real-world global examples of successful customer experience strategies at the McDonald's corporation. This continuing case study will include discussions and personalized feedback on assignments.World-
- Renowned Faculty
- Engaging Assignments and Activities
- Peer Learning discussions
- Case Studies
Duration: 6 weeks, 4-6 hours/week
Delivery: Online: Self-paced Videos + webinars, cohort
Upon completion of the Customer Experience Strategy (Online) program, you will receive a certificate of participation from Columbia Business School Executive Education. This certificate also awards two credits towards the Certificate in Business Excellence, which grants select alumni and tuition benefits.
Pricing:
Non-Members US$2600
AMI Members US$2210 (15% discount)
CPD points: 100
Cohort Dates:
This course runs 3 - 4 times a year. The next cohorts are starting:
25 July 2024
17 October 2024
Trainers details
Paul Canetti
Adjunct Assistant Professor of Business, Marketing Department, Columbia Business School
Paul Canetti is an entrepreneur, educator, and futurist. He is an adjunct assistant professor of business at Columbia Business School in the marketing department. He sits on the Strategic Advisory Board of Riverside Acceleration Capital. He is also the host of the podcast Tech News for MBAs and writes about technology on his website, Hypothetically Great.
Canetti was named one of Inc.'s “30 Under 30 World’s Coolest Young Entrepreneurs” and has founded multiple software businesses including MAZ, a video distribution and e-commerce platform used by Forbes, Bloomberg, and Condé Nast. MAZ was listed as one of Entrepreneur Magazine’s “Best Entrepreneurial Companies in America”. Canetti served as Maz chief executive officer and Chairman of the Board for 10 years, until it was acquired by Zype in 2021. Canetti was also the co-founder and chief executive officer of ClickEasy, formerly named Bounce House, an e-commerce platform for local service businesses, which was acquired in 2021. He is currently on ClickEasy's advisory board.
Canetti’s work focuses at the intersection of cutting edge technology, user experience, and business. He previously worked as a lead creative at Apple and is the author of the upcoming book about the implications of augmented reality on various industries called Augment Nation: Moving Humanity to the Software Layer. Canetti is also an angel investor and startup advisor.
Additionally, Canetti does private consulting and corporate training for executives at Fortune 500 companies. His clients have included TikTok, Indeed, L’Oréal, Estée Lauder, Disney, Walmart, Unilever, Staples, AXA, Condé Nast, IHG Hotels & Resorts, IBM, General Electric, PwC, Citigroup, MasterCard, and American Express.
Emeritus is an AMI Partner. We are happy to offer the course to our members with an exclusive discount.
