Who should attend
You are an executive or project manager looking to use an integrated and cross-functional perspective to align business processes with customer expectations and, in the process, achieve a superior customer experience.
About the course
Whether you are looking for a better understanding of your customers’ experience or trying to design a customer-centric market entry strategy: The 4-week Customer Experience (CX) masterclass will familiarize you with the analytical tools you need. We convey the state of the art in dealing with customer processes and allow you to apply the find-ings to your company practice. Innovative approaches and best practices offer the chance to determine new strategies and sustainably differentiate your products.
You will use the “St.Gallen CX Navigator” method developed by Prof. Dr. Marcus Schögel to identify potential in the status quo, recognize relevant trends, and derive successful approaches to the customer experience of your customers. You will receive concrete impulses for the customer-centric further development of your company, which you can deepen with the experienced speakers and other participants.
Professional experience in marketing, sales or distribution.
In addition to the weekly live lectures (8 in total) of two hours each, you determine your learning pace. Our media library is available to you at any time, and one-on-one coaching sessions are booked according to your schedule. The live lectures take place via Zoom.
The course is led by customer experience expert Prof. Dr. Marcus Schögel, director of the Masters in Marketing Management Programme at the University of St.Gallen and head of the research focus “Customer Centricity”. The additional materials in our media library are produced by renowned CX-professionals and researchers from the University of St.Gallen and worldwide.
Videos and materials
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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.