Breakthrough Customer Experience (CX) Strategy

Breakthrough Customer Experience (CX) Strategy

Item No. a056g00000URaahAAD
Course Dates Format Duration Time Commitment Price
Jun 23–25, 2021 Live Online $4,700

Tracks

Strategy and Innovation

Certificate Credits

2.0 EEUs

Topics

- Digital Business & IT

- Marketing

- Strategy & Innovation

Digital transformation has revolutionized the way that humans behave and make decisions. This has greatly impacted competitive strategy – loyalty can be created and destroyed by customer experience. What do these shifts mean for customer experience (CX) strategy? This new customer experience course uniquely applies a behavioral science foundation to help you develop breakthrough digital customer experience CX for your brand that resonates in this highly digitized world.


Whether you are part of a new company leveraging the latest technologies, or a legacy organization feeling the pressures of digital transformation, you need a customer experience strategy that is the best of two worlds—data-driven but also keenly aware of the human element.


In this highly interactive two-day program, Renée Richardson Gosline, MIT Sloan Senior Lecturer, demonstrates how state-of-the-art behavioral economics can be combined with leadership strategy to develop innovative marketing strategy and competitive advantage.


You’ll learn how to create different types of value for customers, leverage artificial intelligence for an enhanced experience, and embrace field experiments for actionable data-based insights. You’ll leave this customer experience course with a varied set of tools to help you enhance the digital customer experience your company provides and transform your organization to optimize an experimental culture. Gosline will also draw on the research behind her forthcoming book, The Human Algorithm: How humans augment AI, and vice versa, to improve decision-making.
Course content and discussions will explore:

  • Using data and technology as a tool to craft superior customer experience (CX)
  • Applied Behavioral “Nudges” for better/different choices and decisions
  • Creating a Culture that embraces Experimentation
  • How to design and incorporate experiments into your data strategy for Innovation
  • Customer-Brand Relationships (CBR) and how to diagnose and build them
  • Digital collaborations between firms and customers in platforms
  • Judgment and decision-making in AI/algorithm-mediated landscapes
  • Digital Brand Strategy
  • Leadership: How to create a culture that embraces tech change and experimentation—and how to get leaders to buy in.

 

Learn more about the live online experience.

In this research-driven and practitioner-led program, you’ll learn:

  • Why the seat of control in the digital economy resides in exchanges among consumers and brands—and how these exchanges produce shared value.
  • The ways in which digital technologies have accelerated business-to-consumer and consumer-to-consumer exchanges.
  • How to generate new opportunities for value creation by rethinking or creating touch points in the user experience.
  • The basics of experimentation and multi-method data collection strategies for deep consumer insights
  • How to become a change agent to lead a culture that pairs innovation with customer needs

Sample Schedule—Subject to Change

Participants of this program are seeking to update their own skill sets as well as the analytic and experimentation capabilities of their organizations. Ideal participants include but are not limited to:

  • Individuals and teams charged with strategy or marketing who want to confidently manage digital transformation.
  • Entrepreneurs and executives of start-ups who want to establish first-mover advantage but must conduct quick, effective experiments with limited resources.
  • Executives and managers of legacy firms that want to update their processes without abandoning what made their companies great in the first place—including low-tech companies that may not have a good handle on data or digitization.
  • Representatives of organizations seeking better processes for engaging customers over the long term.
  • This customer experience course is highly relevant across industries and ecosystems—from B2B and B2C to C2C (customers sharing with each other) and C2B (customers collaborating with businesses).
Course Dates Format Duration Time Commitment Price
Jun 23–25, 2021 Live Online $4,700

Tracks

Strategy and Innovation

Certificate Credits

2.0 EEUs

Topics

- Digital Business & IT

- Marketing

- Strategy & Innovation

Enroll Now!

$4,700

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Whether you are part of a new company leveraging the latest technologies, or a legacy organization feeling the pressures of digital transformation, you need a customer experience strategy that is the best of two worlds—data-driven but also keenly aware of the human element.


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