The benefit of learning together with your friend is that you keep each other accountable and have meaningful discussions about what you're learning.
Courtlyn
Promotion and Events Specialist
February 13, 2025
6 weeks, online
4–6 hours per week
Participants report that enrolling in a program with colleagues fosters collaborative learning and amplifies their impact.
Please provide your details to get more information about the group-enrollment pricing.
The benefit of learning together with your friend is that you keep each other accountable and have meaningful discussions about what you're learning.
Courtlyn
Promotion and Events SpecialistIt 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:
Consumers and eighty-five percent of business buyers say that the quality of CX is as important as the brand.
Consumers say they would leave a brand after only two poor customer service experiences.
Is expected growth by 2030 in the customer experience management market
The Customer Experience Strategy (Online) program will enable you to:
Mid-level to senior managers who want to develop competitive differentiation by designing engaging customer experiences in the context of multichannel interactions
Product professionals, marketers, and entrepreneurs who want to integrate an overall customer experience strategy with their brand and product strategies
This program covers key principles and tactical research and technology tools for developing customer experience strategies that support business differentiation as a competitive advantage.
Gain an understanding of the fundamentals of customer experience and identify the importance of customer experience design in the context of omnichannel interactions with customers.
Explore the principles of a better customer experience and understand the difference between customer loyalty and customer advocacy. Apply customer experience differentiators to a variety of brands and products.
Understand the importance of making customer experience decisions using a holistic approach with different types of qualitative and quantitative user research.
Increase your understanding of customer needs by creating personas, empathy maps, and customer journey maps for a given brand or product and identify multiple customer touchpoints.
Create and assess a customer experience design hypothesis statement and use rapid prototyping to effectively communicate its applications. Design customer experience metrics and key performance indicators (KPIs) to measure the impact of a customer experience design hypothesis.
Examine the potential benefits and drawbacks of using AI, ML, and other technologies for personalization in customer experience design.
Also leverage consumer research techniques and employ personas, journey maps, and empathy maps to improve customer experience.
Gain an understanding of the fundamentals of customer experience and identify the importance of customer experience design in the context of omnichannel interactions with customers.
Increase your understanding of customer needs by creating personas, empathy maps, and customer journey maps for a given brand or product and identify multiple customer touchpoints.
Explore the principles of a better customer experience and understand the difference between customer loyalty and customer advocacy. Apply customer experience differentiators to a variety of brands and products.
Create and assess a customer experience design hypothesis statement and use rapid prototyping to effectively communicate its applications. Design customer experience metrics and key performance indicators (KPIs) to measure the impact of a customer experience design hypothesis.
Understand the importance of making customer experience decisions using a holistic approach with different types of qualitative and quantitative user research.
Examine the potential benefits and drawbacks of using AI, ML, and other technologies for personalization in customer experience design.
Also leverage consumer research techniques and employ personas, journey maps, and empathy maps to improve customer experience.
World-Renowned Faculty
Learn from accomplished faculty, and industry experts whose diverse backgrounds encompass a broad range of disciplines
Peer Interaction
Stimulating discussions with like-minded global peers expand your professional network and build a supportive community
Engaging Assignments and Activities
Hone business acumen and executive skills with try-it activities that help you redefine your potential
Case Studies
Through exploratory sessions, examine practical examples and find innovative solutions to strategic challenges
Past participants of the Customer Experience Strategy (Online) program come from diverse backgrounds, industries, and experiences.
Average years of work experience:
Top industries:
Top functions:
Top countries:
Note: Data from across previous cohorts
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.
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. Learn More
Download BrochureYour digitally verified certificate will be issued in your legal name and emailed to you, at no additional cost, upon completion of the program, including all modules of the program (online, in person, or live online, inter-module). All certificate images are for illustrative purposes only and may be subject to change at the discretion of Columbia Business School Executive Education.
Leader, Customer Experience Center of Excellence Department, Con Edison, New York
Senior UX Researcher, Google
After reviewing the information on the program landing page, we recommend you submit the short form above to gain access to the program brochure, which includes more in-depth information. If you still have questions on whether this program is a good fit for you, please email learner.success@emeritus.org, and a dedicated program advisor will follow-up with you very shortly.
Some programs do have prerequisites, particularly the more technical ones. This information will be noted on the program landing page, as well as in the program brochure. If you are uncertain about program prerequisites and your capabilities, please email us at the ID mentioned above.
Note that, unless otherwise stated on the program web page, all programs are taught in English and proficiency in English is required.
More than 50 percent of our participants are from outside the United States. Class profiles vary from one cohort to the next, but, generally, our online certificates draw a highly diverse audience in terms of professional experience, industry, and geography — leading to a very rich peer learning and networking experience.
Check back to this program web page or email us to inquire if future program dates or the timeline for future offerings have been confirmed yet.
Each program includes an estimated learner effort per week. This is referenced at the top of the program landing page under the Duration section, as well as in the program brochure, which you can obtain by submitting the short form at the top of this web page.
We have designed this program to fit into your current working life as efficiently as possible. Time will be spent among a variety of activities including:
The program is designed to be highly interactive while also allowing time for self-reflection and to demonstrate an understanding of the core topics through various active learning exercises. Please email us if you need further clarification on program activities.
More than 300,000 learners across 200 countries have chosen to advance their skills with Emeritus and its educational learning partners. In fact, 90 percent of the respondents of a recent survey across all our programs said that their learning outcomes were met or exceeded.
All the contents of the course would be made available to students at the commencement of the course. However, to ensure the program delivers the desired learning outcomes the students may appoint Emeritus to manage the delivery of the program in a cohort-based manner the cost of which is already included in the overall course fee of the course.
A dedicated program support team is available 24/5 (Monday to Friday) to answer questions about the learning platform, technical issues, or anything else that may affect your learning experience.
Peer learning adds substantially to the overall learning experience and is an important part of the program. You can connect and communicate with other participants through our learning platform.
Each program includes an estimated learner effort per week, so you can gauge what will be required before you enroll. This is referenced at the top of the program landing page under the Duration section, as well as in the program brochure, which you can obtain by submitting the short form at the top of this web page. All programs are designed to fit into your working life.
This program is scored as a pass or no-pass; participants must complete the required activities to pass and obtain the certificate of completion. Some programs include a final project submission or other assignments to obtain passing status. This information will be noted in the program brochure. Please email us if you need further clarification on any specific program requirements.
Upon successful completion of the program, you will receive a smart digital certificate. The smart digital certificate can be shared with friends, family, schools, or potential employers. You can use it on your cover letter, resume, and/or display it on your LinkedIn profile.
The digital certificate will be sent approximately two weeks after the program, once grading is complete.
No, only verified digital certificates will be issued upon successful completion. This allows you to share your credentials on social platforms such as LinkedIn, Facebook, and Twitter.
No, there is no alumni status granted for this program. In some cases, there are credits that count toward a higher level of certification. This information will be clearly noted in the program brochure.
You will have access to the online learning platform and all the videos and program materials for 12 months following the program start date. Access to the learning platform is restricted to registered participants per the terms of agreement.
Participants will need the latest version of their preferred browser to access the learning platform. In addition, Microsoft Office and a PDF viewer are required to access documents, spreadsheets, presentations, PDF files, and transcripts.
Yes, the learning platform is accessed via the internet, and video content is not available for download. However, you can download files of video transcripts, assignment templates, readings, etc. For maximum flexibility, you can access program content from a desktop, laptop, tablet, or mobile device.
Video lectures must be streamed via the internet, and any livestream webinars and office hours will require an internet connection. However, these sessions are always recorded, so you may view them later.
Yes, you can register up until seven days past the published start date of the program without missing any of the core program material or learnings.
The program fee is noted at the top of this program web page and usually referenced in the program brochure as well.
Yes, you can do the bank remittance in the program currency via wire transfer or debit card. Please contact your program advisor, or email us for details.
Yes! Please email us with the details of the program you are interested in, and we will assist you.
Please email us your invoicing requirements and the specific program you’re interested in enrolling in.
Yes, the flexible payment option allows a participant to pay the program fee in installments. This option is made available on the payment page and should be selected before submitting the payment.
Please connect with us via email for assistance.
Emeritus collects all program payments, provides learner enrollment and program support, and manages learning platform services.
Program fees for Emeritus programs with Columbia Business School Executive Education may not be paid for with Title IV financial aid funds. Participants may be able to pay the program fee with funds from the GI Bill, the Post-9/11 Educational Assistance Act of 2008, or similar types of military education funding benefits. Participants must contact the Columbia University’s Office of Military and Veterans Affairs to determine benefit eligibility.
For the program refund and deferral policy, please click the link here.
Flexible payment options available.