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.

Participants in this organizational strategy program will learn what it takes to build game-changing companies that make their teams and areas of responsibility world-class talent factories. They will also discuss the importance of building an innovative company culture and learn from the successes and challenges of various companies that have been on similar journeys of transformation.

Game-changing organizations rewrite traditional playbooks. They stand out. They often create disproportionate value relative to their size and resources. They have big dreams but know how to get things done. These organizations have a palpable "buzz" to them. They have a breakaway business model, but they also have a breakaway spirit and organizational culture.

Leaders of these game-changing organizations understand the power and importance of telling their companies' compelling stories. They are hard-edged business leaders but they also embrace what others might consider to be the "soft side" of leading: purpose, vision, and climate. They know how to integrate the hard and soft sides of leadership into a powerful formula that makes them game-changers. These leaders and their organizations are purpose-driven, performance-oriented, and principles-led. The weaving together of these three capabilities simultaneously is what helps them get and stay out in front.

Learn more about the live online experience.

This highly experiential course explores neuroscience concepts and techniques to help leaders motivate and inspire their peers and employees in ways that catalyze innovation and increase business success.

Please note: The application deadline for this course is 4 days prior to course start. 

This program will take a deep dive into neuroscience concepts and techniques to help you—brain and body—through a method of unleashing potential in yourself and others.

Through a balance of theory and application, neuroscientist and MIT Sloan Senior Lecturer Dr. Tara Swart will examine the latest neuroscience research and how it can inform your personal and professional practices. Program topic areas include:

• How to boost, refuel, and re-direct your cognitive resources
• Embodied leadership and somatic practices (MIT’s “thin slices” research)
• Creative and intuitive ideas for revolutionizing collaboration
• Neural pathways that underlie procrastination, risk profile, and resilience (Swart’s Neural Tethering Model© based on research from MIT’s financial engineering department)
• The impact of gender and cultural diversity on confidence and creativity in organizations and teams
• Working with technology to empower human potential

Hands-on exercises will include enacting successful scenarios through creative, visual activities, guided meditation focused on peak performance, and optional yoga.

Note: This is not a science course; it is a leadership course based on scientific research. The program is designed for executives who are looking for new methods to inspire and motivate their colleagues.

Learn more about the live online experience.   

Grounded in extensive cognitive research on how we learn and observe, Communication and Persuasion in the Digital Age is designed to help executives and managers become successful communicators in person and in virtual contexts: from group discussions to presentations to social media.

Advancements in technology and the rapid proliferation of digital media, data analytics, and online collaboration require executives to lead their organizations with sophisticated communication skills, adapted for these new ways of working. To be a successful leader today, you must be able to effectively persuade and influence at all levels, in person and virtually, and with supporting data.

Edward Schiappa and Ben Shields draw on cutting-edge communication research, theories of persuasion, studies on parasocial interaction, and empirical studies on compelling storytelling to help participants solve problems, make quality decisions, and motivate people. Session topics include speaking persuasively, visual persuasion, communicating quantitative information clearly, and adapting messages to audiences.

Learn more about the live online experience.