Customer Experience Design

Develop unique customer experiences in a complex and digital world

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In this programme I will:

Identify key and emerging trends affecting the consumer behavior;
Understand Consumer Behavior and Customer Experience and identify needs and motivations of different customers;
Identify segments and develop personas to align the marketing mix and the operating models with the customer;
Assess and address gaps in customer experience execution;
Capture and leverage the voice of the customer to adjust priorities and improve products, services and marketing-mix;
Draw the customer journeys and develop the multichannel and digital customer experience;
Plan and measure the delivery of an improved customer experience;
Understand the challenges and barriers to implement a customer centric organization

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With new technologies, new channels and evolving consumers, companies have more opportunities to enhance the customer experience than ever before. And customers expect more… Unfortunately, many businesses fail to take advantage of these new tools, delivering inconsistent, broken experiences with products and services, leaving customers understandably frustrated.
In this programme, we will go through three mains topics: (1) Customer Intimacy, (2) Customer Experience Design and (3) Customer Experience Execution, and participants will see key frameworks in action, in an innovative step-by-step roadmap to understand where business goals and customer perspectives intersect.

Financial Times'22

European Business Schools Ranking (Exec. Educ.)