Design Thinking & Customer Experience Transformation

Eli Broad College of Business

Eli Broad College of Business

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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.

Who should attend

You will benefit most from this program if you are a:

  • Senior leader considering CX/Design Thinking for your organization
  • Service/Product Line Leader
  • Business Process Owner
  • Leader who owns the customer relationship
  • Customer Service Leader or Customer Relationship Manager
  • Member of a strategic planning or marketing team

About the course

Building Lifelong Customer Relationships through Innovation

Design Thinking has been touted as the new strategic Holy Grail that will unlock new market share, wallet share and long-term relationships. Many are chasing design-driven customer experience transformations; few have reached the promised rewards.

Transforming your organization requires more than a technology silver bullet. It requires an enterprise-wide approach that considers changes in strategic planning, business processes, culture and performance metrics. Only this level of holistic thinking will deliver a sustainable competitive advantage.

Design Thinking & Customer Experience Transformation will demonstrate proven principles and a road map you can use to:

  • Evaluate your organization’s strategic need for CX transformation
  • Look at your business from your customer’s perspective
  • Select improvement/innovation projects that will have the greatest impact on your success
  • Assess how customer experience impacts strategy
  • Look at your business through the customer’s eyes
  • Understand the principles of design thinking in business
  • Identify business process changes that address your customer’s “moments of truth”
  • Deploy creative customer experience solutions
  • Make your culture more customer-centric

Program Outline

The Strategic Case for CX

  • “Happy” is not enough
  • Impact of CX on strategic goals
  • Value curves
  • CX road map

Design Thinking

  • Who are your “customers?”
  • Defining the challenge
  • Improvement versus innovation
  • Prototyping the possibilities
  • Understanding moments of truth

Making CX Excellence Sustainable

  • Aligning the customer journey with your business processes
  • System and process mapping
  • Toward a customer-centric culture

Design Thinking & Customer Experience Transformation at Eli Broad College of Business

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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.