Customer Experience Strategy (Online)
Early Registration Benefit
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Key Takeaways
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
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
Program Modules
This program covers key principles and tactical research and technology tools for developing customer experience strategies that support business differentiation as a competitive advantage.
Program 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
McDonald’s Case Study and Capstone Project
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.
Program Faculty
Adjunct Assistant Professor of Business, Marketing Department, Columbia Business School
Guest Speakers
Leader, Customer Experience Center of Excellence Department, Con Edison, New York
Adjunct Assistant Professor of Business, Marketing Department, Columbia Business School
Certificate
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
Your 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.
FAQs
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Didn't find what you were looking for? Write to us at learner.success@emeritus.org or Schedule a call with one of our Program Advisors or call us at +1 315 387 4431 (US) / +44 203 838 0836 (UK) / +65 3138 4449 (SG)
Early registrations are encouraged. Seats fill up quickly!
Flexible payment options available.
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