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Eli Broad College of Business

Cxm Professional Development Series

Sep 12—Oct 17, 2019
6 daysModules info
Lansing, Michigan, United States
USD 2995
USD 499 per day

How it works

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Description

The CXM Professional Development Series breaks down the customer experience management process into six modules that can be taken individually or in sequence for the CXM@MSU Customer Experience Management Certificate, with opportunities for customized programs as well.

CXM@MSU is the thought and best practices leader in customer experience management at the collegiate level, working in concert with industry to provide its industry partners with the most current and relevant operating practices in the field.

Key Learning Outcomes

  • Develop an understanding of all the key components of the customer experience management process.
  • Fill the necessary gaps in your customer experience management skill set.
  • Obtain certification from the nation’s leader in customer experience management at the collegiate level.

Schedule

Modules meet weekly at the James B. Henry Center for Executive Development.

Module 1: Customer Experience Management as a Strategic Initiative

Module 2: Understanding the Customer

Module 3: Customer Experience Design

Module 4: Engaging Employees

Module 5: Engaging Customers

Module 6: Customer Feedback and Continuous Improvement

Who should attend

This program is designed for leaders in firms with a strategic commitment to continuously improve and compete through customer experience management.

Experts

Angela T. Hall, JD, PhD, is an Assistant Professor in the School of Human Resources and Labor Relations at Michigan State University. She received her JD from Florida State University, College of Law and her PhD from Florida State University, College of Business. She has previously been on the fa...
Forrest V. Morgeson III (Ph.D., University of Pittsburgh) is Director of Research at the American Customer Satisfaction Index (ACSI) in Ann Arbor, Michigan. As Director of Research, Dr. Morgeson is responsible for managing ACSI’s academic research, advanced statistical modeling and analysis, and ...
Dr. Nguyen teaches Brand Insights and Brand Strategy for MBA students and New Product Design for undergraduate students at Eli Broad College of Business. She received her doctorate in marketing from the University of Connecticut and was a 2013 UConn Hall of Fame Award recipient. Her research focu...
Tom DeWitt, Ph.D. joined Michigan State University after serving 11 years at the University of Hawaii at Hilo, where he was an Associate Professor of Marketing and the founder and director of the university's Office of Applied Learning Experiences. At the University of Hawaii at Hilo he was twic...