Customer-Centered Design for Competitive Advantage

LIMRA International

LIMRA International

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Who should attend

  • Leaders in all roles who seek to build a dynamic understanding of today’s rapidly evolving customers
  • Leaders in areas responsible for driving customer-centered innovations (e.g., marketing, distribution, customer service, IT, data science, and product development)
  • Teams of three or more individuals from the same company who will benefit from learning and practicing a shared methodology

About the course

Companies across all industries strive to consistently delight their customers in each step of their journey. This “working lab” program, using a series of team-based application exercises, provides and reinforces a proven methodology to stimulate and execute customer-centered innovations to unleash latent and profitable growth. It also addresses how organizations can implement this approach in an agile way — using constant experimentation to mitigate risks inherent in disruptive innovations and adopt a bias toward action. For maximum benefit, you are encouraged to attend with multiple members of your team.

  • Broaden your perspective on what innovation means in the context of customer experience.
  • Learn and apply concrete, practical tools for customer-centered design and agile experimentation.
  • Develop specific, disruptive business ideas and smart experiments to tap opportunities in your company.
  • Understand common objections that cause resistance to change — and how to overcome them.

Sample Agenda

Day 1:

  • Customer-Centered Design Methodology
  • Industry Overview: The Current State of Customer Experience Management
  • Customer Insight Concepts, Tools, and Best Practices
  • Live Customer Interview and Experience Diagnostic
  • Driving Customer Experience Throughout the Journey: Disruption = Art of the Possible x Customer “Pain”

Day 2:

  • Brainstorming Tools and Practice
  • Approaching Innovative Business Ideas in an Agile Way
  • Customer Experimentation and Bias Toward Action: Concepts, Prototypes, and Pivots
  • Key Assumptions and “Deal Breakers” to Overcome
  • Group Presentations: “Pitch Back to the Team”
  • Managing “Mother Ship” Issues in the Home Office

Experts

Rick Kolsky

Rick Kolsky has spent more than 35 years helping companies take marketing to the bottom line and view the world from the customer’s perspective. As President of Kolsky & Co., he focuses on using action-learning to convert many of today’s “fads” from buzzwords to reality. Rick is an Adjunct Pr...

Customer-Centered Design for Competitive Advantage at LIMRA International

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.