Customer-Centric Leadership

2-Day Program

Customer experience strategy requires a top-down approach – one that can reach across silos within an organization and drive long-term, organizational profitability. Executives and leaders must have the critical skills necessary to implement an approach that can transform an organization’s customer experience from behaviors and processes into a competitive advantage.

The Customer-Centric Leadership (CCL) program is intended for leaders and executives looking to develop the skills needed to lead cross-functional teams and shape a culture that creates an implementable and living customer-centric strategy.

Topics covered
  • Strategic User and Customer-Centric Design
  • Designing Experiences – How to Critique Design Thinking, Product, Service & Innovation  
  • Disruptive leadership - Increasing Shareholder Value
  • CX Governance - Creating Discipline and Fostering Accountability
  • Structuring the Customer-Centric Organization – HR & Culture
  • Customer-Centric Organizational Leadership and Transformation
  • The Psychology of Customer-Driven Business Transformational Leadership
  • Financial Measurements of Success
  • Managing Teams – Maximizing Team Creativity
  • The Valued Employee
Outcomes

Upon completion of the program, participants will be able to more effectively:

  • Identify and cross the organizational silos that stand in the way of effective customer experience strategy
  • Develop a framework for being a catalyst for transformation
  • Implement key steps to create customer-centric abilities in your employees
  • Integrate customer experience strategy at every-level and every position throughout the organization
  • Align experience design with your company's business strategy
  • Increase shareholder value through disruptive leadership
  • Determine the appropriate governance framework and operating model to support your customer experience efforts

Participant & Industry Profile

This program is designed for leaders and executives that need to understand the necessary factors to lead an organization through the complex and disruptive maze of human-driven organizational design for some of the following industries:

  • Finance
  • Marketing
  • Pharmaceuticals
  • IT
  • Telecommunications
  • Education
  • Banking
  • Government
  • Insurance
  • Retail
  • Healthcare
  • Law

Questions?

Please contact Jackie Scott, Global Program Director, at 848-445-9414 or jscott@business.rutgers.edu.