Phase 1: Foundations of Customer Experience
Customer Experience Strategy: Experience-Based Differentiation
This session takes the fundamentals of customer experiences and frames them in a strategic business context. Knowing your company, customer, and competition is vital to experience-based differentiation. This module will help managers charged with experience transformation to align strategic business objectives to a line-of-sight to people's experiences with your brand.
Key Takeaways:
- Learn ways to understand your customer and how you differentiate from the competition.
- Learn to apply experience design thinking to create a customer experience strategy and feature set innovation.
- Communicating your UX strategy to executives, partners, and your team
Employee Experience (EX) as the CX Foundation
Employees create the customer experience. This session demonstrates how organizational design, leadership behavior, and employee engagement directly impact CX. Participants will see how investing in EX builds a strong cultural foundation for sustainable customer-centric growth.
Key Takeaways:
- Understand the impact of employees on the frontline creators of customer experience.
- Learn to foster positive EX, which promotes engagement, productivity, and customer-centric behavior.
- Understand how leadership and organizational design shape how employees deliver CX.
- Learn how investing in EX builds a culture that sustains long-term customer focus.
Understanding How to Best Work With Others
As children, we were taught to treat others the way we would like to be treated. Yet true collaboration requires something more profound: treating people how they would like to be treated. This session introduces models and cues for understanding psychological diversity, building rapport, and fostering trust. Learning to flex your approach while staying authentic will strengthen relationships and enhance collaboration across teams and customers.
Key Takeaways:
- Gain insights into psychological diversity and its impact on workplace dynamics.
- Understand how authenticity shapes the way you influence and connect with others.
- Learn practical techniques for identifying cues that improve rapport, trust, and collaboration.
Phase 2: Customer-Centric Design and Engagement
Omnichannel & Seamless Journeys
Modern customer journeys are fluid, spanning devices and channels. This session looks beyond simple journey mapping to focus on creating connected, consistent, and seamless experiences. You’ll explore strategies to ensure customers never feel the “channel switch” when moving from one touchpoint to another in B2B and B2C environments.
Key Takeaways:
- Learn to create consistent experiences across all devices and channels.
- Understand how omnichannel design eliminates disruptions when switching between touchpoints.
- Learn to go beyond journey mapping to integrate systems for connected interactions.
- Learn what it takes to create experiences that drive convenience, trust, and long-term loyalty.
Personalizing Customer Experience with Data and (Digital) Technology
Understand what an ideal technology stack looks like, and how to get it without draining your resources. This session explains the critical components of a customer experience technology program. It provides examples of technology that deliver great CX and presents a practical approach for IT innovations and fantastic ROI.
Key Takeaways:
- Tools to build a digital transformation, and as a result, stronger customer experiences
- Gain a thorough understanding of what a customer experience technology stack actually is
- Learn the gaps and opportunities in your company’s customer experience lifecycle.
Predictive & Proactive Customer Engagement
Learn how leading organizations anticipate customer needs before they arise. This session explores predictive analytics, proactive outreach strategies, and real-time personalization that transform reactive service into customer delight and loyalty.
Key Takeaways:
- Understand how to shift from reactive to proactive service by anticipating needs early.
- Learn how to leverage predictive analytics for personalization and timely action.
- Learn how to use real-time outreach to create moments of customer delight.
- Learn how to differentiate experiences and build lasting trust through proactive engagement.
Phase 3: Advanced Tools and Measurement
Leveraging Data (Analytics) to Drive Customer-Centricity
Every customer interaction creates opportunities to understand better what the customer wants -- or MAY wish to. Organizations collect massive amounts of this data, a treasure trove about delighting customers. This session opens the door to real-world methods for obtaining and leveraging this data to gain ongoing, sustainable customer delight!
Key Takeaways:
- What data sources are readily available that can be leveraged to see the world through their customers' eyes?
- How to measure customer-centricity via easy-to-determine metrics
- How to leverage data to realize a competitive advantage via customer delight
- Creating a data-driven user model
AI Across Multiple Dimensions
From intelligent call routing to self-service chatbots and AI-driven messaging, artificial intelligence is reshaping customer interactions. We’ll examine how AI can be applied across service, support, and engagement channels to reduce friction, boost efficiency, and elevate customer satisfaction.
Key Takeaways:
- Learn how AI enhances efficiency through chatbots, call routing, and automated messaging.
- Understand how Intelligent automation reduces friction across service and support channels.
- Better understand and use AI-driven personalization to elevate customer satisfaction at scale.
- Learn strategic use of AI to blend operational efficiency with human-centered engagement.
The ROI of Customer Experience
As a leader, the knowledge of digital measurement will empower you to make better investment decisions throughout your business. Great experiences must also deliver measurable business results. In this module, you’ll learn how to quantify CX investments, link customer outcomes to financial performance, and use metrics like NPS, CSAT, CLV, and operational KPIs to turn data into actionable insights.
Key Takeaways:
- Learn to connect the dots of your CX strategies to tangible business outcomes.
- Learn to link CX investments to metrics like NPS, CSAT, CLV, and KPIs proves their value.
- Understand how to create data-driven insights and turn customer outcomes into actionable improvements.
- Understand how financial accountability ensures CX is seen as a growth driver, not a cost center.
Phase 4: Leadership and Transformation
Customer-Centric Organizational Leadership and Transformation
How do you evangelize customer centricity and create a shared vision within your organization? Learn the best ways to parlay your leadership style in a way that engages and inspires your managed employees and business colleagues to adopt and deliver a customer-centric business strategy. This session will focus on ensuring that the customer experience initiatives undertaken by your organization are visible, understood, and supported by your employees.
Key Takeaways:
- Learn the framework for being a catalyst for transformation
- Learn key steps to create customer-centric abilities in your employees
- Be able to identify what true transformation looks like
Program Overview
For an overview of our Mini-MBA: Customer-Centric Management program plus program benefits and outcomes, please click here.