H a r v a r d | B u s i n e s s | S c h o o lExecutive Education
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Program Advising team
Email: executive_education@hbs.edu
Transforming Customer Experiences
Dates: TBD
Location: HBS Campus
Fee: TBD
The program fee covers tuition, books, case materials, accommodations, and most meals.
Program Announcement
The information below is based on the program offered in APR 2020, and does not reflect
potential changes to faculty and course content for future program offerings. For
quick reference to the most current program information, visit our <a href="/program-finder">program
finder</a>.
Summary
Superior customer service can differentiate your business in the marketplace—if you
design the right offerings and execute flawlessly. Led by HBS thought leaders who
are experts in customer experience management, this program delves into the fundamentals
of leading and managing service-oriented businesses. You will explore new strategies
for designing sustainable service models, addressing gaps in service execution, and
delivering a transformational customer experience.
This program is eligible for the Certificate of Management Excellence. Learn More
Superior customer service can differentiate your business in the marketplace—if you
design the right offerings and execute flawlessly. Led by HBS thought leaders who
are experts in customer experience management, this program delves into the fundamentals
of leading and managing service-oriented businesses. You will explore new strategies
for designing sustainable service models, addressing gaps in service execution, and
delivering a transformational customer experience.
This program is eligible for the Certificate of Management Excellence. Learn More
Key Benefits
Taking a holistic approach to service design, execution, and transformation, this
customer experience management program prepares you to create an exceptional service
culture that supports employees, delights customers, and drives organizational performance.
You will return with the frameworks to align your firm's operating models and strategic
service mission with changing consumer needs, shifting market demands, and an evolving
competitive landscape.
Taking a holistic approach to service design, execution, and transformation, this
customer experience management program prepares you to create an exceptional service
culture that supports employees, delights customers, and drives organizational performance.
You will return with the frameworks to align your firm's operating models and strategic
service mission with changing consumer needs, shifting market demands, and an evolving
competitive landscape.
Details
Design effective service strategies and offerings
Develop operations and service features that support a highly refined service model
Gain a deeper understanding of how to serve your customer base
Develop a customer experience strategy
Respond nimbly to market shifts and emerging competition
Ensure consistent, high-quality service delivery
Improve the culture of service execution in your organization
Create an environment that enables employees and customers to thrive
Communicate your organization's strategic service mission
Leverage technology to create and enhance service offerings and improve delivery
Expand your personal and professional network
Extend your network by living and working with accomplished executives from various
backgrounds, industries, and countries across the globe
Build relationships with a diverse group of peers who can provide wide-ranging insights
into your business challenges and career decisions
Who Should Attend
Senior executives in either B2C or B2B companies wanting to improve service, including
service companies, product companies with service-based strategies, or companies shifting
from a product focus to a service focus. The program will be most helpful for individuals
who have the authority to initiate change across the organization. Participants might
include:
Leaders of customer service teams, inside sales teams, or other functions central
to service delivery
Executives in marketing, data analysis, or operations management
Human resources executives concerned with driving internal service culture
While individuals are invited to attend, cross-functional teams of four or more executives
will gain the most from this program. Team attendance fosters fruitful collaboration
that will enhance the program's impact on your service capabilities.
Program for Leadership Development participants earn 3 PLDA Points on completion of
this program.
Global Perspective
Experience the world in your classroom.
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Industry Representation
Insights from a range of industries ignite your thinking.
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Experience
Years worked
/Lists/Infographics/EditForm.aspx?ID=175
Senior executives in either B2C or B2B companies wanting to improve service, including
service companies, product companies with service-based strategies, or companies shifting
from a product focus to a service focus. The program will be most helpful for individuals
who have the authority to initiate change across the organization. Participants might
include:
Leaders of customer service teams, inside sales teams, or other functions central
to service delivery
Executives in marketing, data analysis, or operations management
Human resources executives concerned with driving internal service culture
While individuals are invited to attend, cross-functional teams of four or more executives
will gain the most from this program. Team attendance fosters fruitful collaboration
that will enhance the program's impact on your service capabilities.
Program for Leadership Development participants earn 3 PLDA Points on completion of
this program.
Global Perspective
Experience the world in your classroom.
/Lists/Infographics/EditForm.aspx?ID=173
Industry Representation
Insights from a range of industries ignite your thinking.
/Lists/Infographics/EditForm.aspx?ID=174
Experience
Years worked
/Lists/Infographics/EditForm.aspx?ID=175
Learning and Living at HBS
When you participate in an Executive Education program on the HBS campus, you enter an immersive experience where every aspect of the learning model has been carefully designed to facilitate your growth. Your learning will take place
on your own, in your living group, and in the larger classroom, driven by the renowned
HBS case method.
When you participate in an Executive Education program on the HBS campus, you enter an immersive experience where every aspect of the learning model has been carefully designed to facilitate your growth. Your learning will take place
on your own, in your living group, and in the larger classroom, driven by the renowned
HBS case method.
Admissions Criteria and Process
We admit candidates to specific sessions on a rolling, space-available basis, and
encourage you to apply as early as possible. Although most programs have no formal
educational requirements, admission is a selective process based on your professional
achievement and organizational responsibilities.
Our Program Advising team can help you at any stage of the admissions process—starting
with identifying the program that best addresses your learning and development goals.
Contact a program advisor via email or call 1.800.427.5577 (outside the U.S., call +1.617.495.6555).
Application Submission
We recommend that you apply at least four weeks before the program start date. You
may use our online form or download an application. HBS maintains all application
information in strict confidentiality. We acknowledge receipt of applications via
email. In the unlikely event that you do not receive an acknowledgment, please email
us at exed_admissions@hbs.edu or call us at +1.617.495.6226.
Application Review
To optimize the learning experience and maximize the exchange of ideas, our Admissions
Committee makes selections that balance each participant's experience, scope of current
responsibilities, and type of organization. HBS seeks candidates who reflect a broad
range of industries, functions, countries, and backgrounds. We review applications
monthly and will contact you via email with the Admissions Committee's decision.
Fee, Payment, and Cancellations
The program fee covers tuition, books, case materials, accommodations, and most meals.
No payment is necessary until you have been accepted. Payment is required prior to
the program start date. If you need to cancel or defer participation, you must submit
your request in writing more than 30 days before the start of the program to receive
a full refund. Cancellations or deferrals received 14 to 30 days prior to the start
of the program are subject to a fee of one-half of the program fee. Requests received
within 14 days are subject to full payment.
We admit candidates to specific sessions on a rolling, space-available basis, and
encourage you to apply as early as possible. Although most programs have no formal
educational requirements, admission is a selective process based on your professional
achievement and organizational responsibilities.
Answering Your Questions
Our Program Advising team can help you at any stage of the admissions process—starting
with identifying the program that best addresses your learning and development goals.
Contact a program advisor via email or call 1.800.427.5577 (outside the U.S., call +1.617.495.6555).
Application Submission
We recommend that you apply at least four weeks before the program start date. You
may use our online form or download an application. HBS maintains all application
information in strict confidentiality. We acknowledge receipt of applications via
email. In the unlikely event that you do not receive an acknowledgment, please email
us at exed_admissions@hbs.edu or call us at +1.617.495.6226.
Application Review
To optimize the learning experience and maximize the exchange of ideas, our Admissions
Committee makes selections that balance each participant's experience, scope of current
responsibilities, and type of organization. HBS seeks candidates who reflect a broad
range of industries, functions, countries, and backgrounds. We review applications
monthly and will contact you via email with the Admissions Committee's decision.
Fee, Payment, and Cancellations
The program fee covers tuition, books, case materials, accommodations, and most meals.
No payment is necessary until you have been accepted. Payment is required prior to
the program start date. If you need to cancel or defer participation, you must submit
your request in writing more than 30 days before the start of the program to receive
a full refund. Cancellations or deferrals received 14 to 30 days prior to the start
of the program are subject to a fee of one-half of the program fee. Requests received
within 14 days are subject to full payment.
Program content, dates, fees, and faculty are subject to change. In accordance with
Harvard University policy, Harvard Business School does not discriminate against any
person on the basis of race, color, sex or sexual orientation, gender identity, religion,
age, national or ethnic origin, political beliefs, veteran status, or disability in
admission to, access to, treatment in, or employment in its programs and activities.
What You Will Learn
Through a rich learning experience that includes faculty presentations, case studies,
hands-on workshops, and group discussions, this service management program prepares
you to design and deliver transformational customer experiences. You will leave with
a road map for creating a distinct and sustainable service model, maximizing customer
engagement, enabling customers and employees to thrive, and securing a competitive
edge in your industry.
Through a rich learning experience that includes faculty presentations, case studies,
hands-on workshops, and group discussions, this service management program prepares
you to design and deliver transformational customer experiences. You will leave with
a road map for creating a distinct and sustainable service model, maximizing customer
engagement, enabling customers and employees to thrive, and securing a competitive
edge in your industry.
Making appropriate strategic tradeoffs in service design
Differentiating on customer service
Enabling and maintaining service excellence as you expand core services
Ensuring that organizational capabilities are aligned with customer needs
Addressing differences in customer segments and variations in customer compatibility
Applying principles of human-centered service design to diagnose latent or unmet customer
needs
Execution
Implementing new approaches to understanding, managing, and serving customers
Creating conditions that lead to brilliant service execution and thriving employees
Creating more satisfying customer experiences and managing the customer experience
over time
Leveraging technology for more effective service
Employing service analytics for ongoing improvement
Identifying innovative ways to fund service
Transformation
Identifying opportunities to improve service design or create new service offerings
Communicating the vision
Leading change across your service organization
Individual Coaching
To address the specific challenges facing your company in a more personal way, this
program includes a personalized coaching session. You will work directly with an HBS
faculty member to identify opportunities for service improvement, determine the best
tools and techniques for your company, and apply program lessons. These sessions will
help you redefine your service vision, improve the design of your organization, enhance
service execution, and lead customer experience transformation.
Team Benefits: Collaboration and Coaching
Throughout the program, members of your company team will collaborate in diagnosing
and addressing the challenges facing your organization. In addition, your team will
work with a faculty coach to identify shared objectives for service improvement and
create an action plan for working together to drive the changes that will take service
to the next level.
Emerging Insights: Optional Breakfasts with Faculty
In early-morning sessions, faculty members will share powerful insights from ongoing
research that will stimulate new thinking as you work to improve service. Be among
the first to learn about emerging trends—in realms ranging from human psychology to
organization structure—that can inform your service strategy and execution.
To address the specific challenges facing your company in a more personal way, this
program includes a personalized coaching session. You will work directly with an HBS
faculty member to identify opportunities for service improvement, determine the best
tools and techniques for your company, and apply program lessons. These sessions will
help you redefine your service vision, improve the design of your organization, enhance
service execution, and lead customer experience transformation.
Throughout the program, members of your company team will collaborate in diagnosing
and addressing the challenges facing your organization. In addition, your team will
work with a faculty coach to identify shared objectives for service improvement and
create an action plan for working together to drive the changes that will take service
to the next level.
In early-morning sessions, faculty members will share powerful insights from ongoing
research that will stimulate new thinking as you work to improve service. Be among
the first to learn about emerging trends—in realms ranging from human psychology to
organization structure—that can inform your service strategy and execution.
To address the specific challenges facing your company in a more personal way, this
program includes a personalized coaching session. You will work directly with an HBS
faculty member to identify opportunities for service improvement, determine the best
tools and techniques for your company, and apply program lessons. These sessions will
help you redefine your service vision, improve the design of your organization, enhance
service execution, and lead customer experience transformation.
Throughout the program, members of your company team will collaborate in diagnosing
and addressing the challenges facing your organization. In addition, your team will
work with a faculty coach to identify shared objectives for service improvement and
create an action plan for working together to drive the changes that will take service
to the next level.
In early-morning sessions, faculty members will share powerful insights from ongoing
research that will stimulate new thinking as you work to improve service. Be among
the first to learn about emerging trends—in realms ranging from human psychology to
organization structure—that can inform your service strategy and execution.
To address the specific challenges facing your company in a more personal way, this
program includes a personalized coaching session. You will work directly with an HBS
faculty member to identify opportunities for service improvement, determine the best
tools and techniques for your company, and apply program lessons. These sessions will
help you redefine your service vision, improve the design of your organization, enhance
service execution, and lead customer experience transformation.
Throughout the program, members of your company team will collaborate in diagnosing
and addressing the challenges facing your organization. In addition, your team will
work with a faculty coach to identify shared objectives for service improvement and
create an action plan for working together to drive the changes that will take service
to the next level.
In early-morning sessions, faculty members will share powerful insights from ongoing
research that will stimulate new thinking as you work to improve service. Be among
the first to learn about emerging trends—in realms ranging from human psychology to
organization structure—that can inform your service strategy and execution.
The HBS Advantage
Our Executive Education programs are developed and taught by HBS faculty who are widely
recognized as skilled educators, groundbreaking researchers, and award-winning authors.
Through their board memberships, consulting, and field-based research, they address
the complex challenges facing business leaders across the globe
Faculty Chair
Ryan W. Buell
Finnegan Family Associate Professor of Business Administration
Our Executive Education programs are developed and taught by HBS faculty who are widely
recognized as skilled educators, groundbreaking researchers, and award-winning authors.
Through their board memberships, consulting, and field-based research, they address
the complex challenges facing business leaders across the globe
Faculty Chair
Ryan W. Buell
Finnegan Family Associate Professor of Business Administration
H a r v a r d | B u s i n e s s | S c h o o lExecutive Education
