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Executive Education
Harvard Business School - Executive Education
Need Help? Contact Us:
Program Advising team
Email: executive_education@hbs.edu
Transforming Customer Experiences
Accepting Applications
Dates: 04–09 FEB 2024
Location: HBS Campus
Fee: $14,500
The program fee covers tuition, books, case materials, accommodations, and most meals.

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

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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

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.

DetailsExpand AllCollapse All

Design effective service strategies and offeringsDesign effective service strategies and offerings
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  • 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 deliveryEnsure consistent, high-quality service delivery
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  • 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 networkExpand your personal and professional network
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  • 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

Key Benefits Dropdown up

Key Benefits Dropdown down

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 5 PLDA Points on completion of this program.

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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 5 PLDA Points on completion of this program.

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.

Review Our Campus Health & Safety Protocols

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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.

Review Our Campus Health & Safety Protocols

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.
Read More
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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. You will be invoiced upon admission to the program. Invoices are due within 30 days of receipt, or upon receipt if the program start date is less than 30 days from the invoice date. If you need to cancel or defer your participation, you must submit your request in writing more than 30 days before the start of the program to receive a full refund. Cancellation or deferral requests 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.

Admissions Criteria and Process Dropdown up

Admissions Criteria and Process Dropdown down

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. You will be invoiced upon admission to the program. Invoices are due within 30 days of receipt, or upon receipt if the program start date is less than 30 days from the invoice date. If you need to cancel or defer your participation, you must submit your request in writing more than 30 days before the start of the program to receive a full refund. Cancellation or deferral requests 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, schedule, fees, technology platforms, 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.

Participants should expect to spend at least 9-12 hours on self-paced case preparation prior to attending the program. Case materials will be made available approximately two weeks prior to program start.

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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.

Participants should expect to spend at least 9-12 hours on self-paced case preparation prior to attending the program. Case materials will be made available approximately two weeks prior to program start.

Key TopicsExpand AllCollapse All

DesignDesign
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  • 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
ExecutionExecution
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  • 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
TransformationTransformation
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  • Identifying opportunities to improve service design or create new service offerings
  • Communicating the vision
  • Leading change across your service organization

Key Topics Dropdown up

Key Topics Dropdown down

Design

  • 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

Faculty Office Hours

To address the specific challenges facing your company in a more personal way, this program includes optional faculty office hours. 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 Workshopping

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 member 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.

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Faculty Office Hours

To address the specific challenges facing your company in a more personal way, this program includes optional faculty office hours. 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 member 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.

Dropdown down Dropdown up

Team Benefits: Collaboration and Workshopping

To address the specific challenges facing your company in a more personal way, this program includes optional faculty office hours. 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 member 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.

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
Ryan W. Buell
Ryan W. Buell

Ryan W. Buell

C. D. Spangler Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

Faculty
Ethan S. Bernstein
Ethan S. Bernstein
Ethan S. Bernstein

Ethan S. Bernstein

Edward W. Conard Associate Professor of Business Administration

HBS Unit:
Organizational Behavior

Read Full Bio

Kris Johnson Ferreira
Kris Johnson Ferreira
Kris Johnson Ferreira

Kris Johnson Ferreira

Assistant Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

Frances X. Frei
Frances X. Frei
Frances X. Frei

Frances X. Frei

UPS Foundation Professor of Service Management

HBS Unit:
Technology and Operations Management

Read Full Bio

Antonio Moreno
Antonio Moreno
Antonio Moreno

Antonio Moreno

Sicupira Family Associate Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

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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
Ryan W. Buell
Ryan W. Buell

Ryan W. Buell

C. D. Spangler Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

Faculty
Ethan S. Bernstein
Ethan S. Bernstein
Ethan S. Bernstein

Ethan S. Bernstein

Edward W. Conard Associate Professor of Business Administration

HBS Unit:
Organizational Behavior

Read Full Bio

Kris Johnson Ferreira
Kris Johnson Ferreira
Kris Johnson Ferreira

Kris Johnson Ferreira

Assistant Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

Frances X. Frei
Frances X. Frei
Frances X. Frei

Frances X. Frei

UPS Foundation Professor of Service Management

HBS Unit:
Technology and Operations Management

Read Full Bio

Antonio Moreno
Antonio Moreno
Antonio Moreno

Antonio Moreno

Sicupira Family Associate Professor of Business Administration

HBS Unit:
Technology and Operations Management

Read Full Bio

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