Program Announcement

This program was previously known as Achieving Breakthrough Service.

In today's rapidly changing service sector, a new set of frameworks is required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading and managing service-oriented businesses. As a participant in this program, you will work alongside some of Harvard Business School's most renowned service management thought leaders. You will learn innovative methods for designing exceptional service offerings, creating a distinct and sustainable service model, and effectively managing employees and customers.

What You Can Expect

In this preeminent service management program, you will learn the fundamentals of designing and delivering breakthrough service while assessing and addressing gaps in your service execution. You will gain a sophisticated and comprehensive toolkit for creating distinct service strategies, leading a service organization, adapting to changing consumer needs, and developing a competitive edge in the service sector.

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In this preeminent service management program, you will learn the fundamentals of designing and delivering breakthrough service while assessing and addressing gaps in your service execution. You will gain a sophisticated and comprehensive toolkit for creating distinct service strategies, leading a service organization, adapting to changing consumer needs, and developing a competitive edge in the service sector.

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Your Course of Study

Structured around the three-part framework of "Design, Execution, Transformation," this program features a series of interactive case studies, thought-provoking lectures, and hands-on workshops. While exploring new methods for delivering breakthrough service, you will learn how to identify gaps in your service offerings, leverage data and analytics to sharpen your business strategy, and find new opportunities to satisfy your customers and employees.

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Structured around the three-part framework of "Design, Execution, Transformation," this program features a series of interactive case studies, thought-provoking lectures, and hands-on workshops. While exploring new methods for delivering breakthrough service, you will learn how to identify gaps in your service offerings, leverage data and analytics to sharpen your business strategy, and find new opportunities to satisfy your customers and employees.

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Who Is Right for the Program

Specifically designed for senior managers of established service firms or manufacturing firms with service-based strategies, this program is most useful to individuals with the authority to initiate change across the organization.

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Specifically designed for senior managers of established service firms or manufacturing firms with service-based strategies, this program is most useful to individuals with the authority to initiate change across the organization.

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Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Faculty Chair
UPS Foundation Associate Professor of Service Management. Member of the Technology and Operations Management Unit; and faculty chair of "Transforming Customer Experiences."  Read Full Bio
Edsel Bryant Ford Professor of Business Administration. Senior Associate Dean, External Relations and Harvard Business Publishing. Member of the Marketing Unit; and faculty cochair of "Law Firm Leadership and Management—China." Read Full Bio
Donald K. David Professor of Business Administration. Senior Associate Dean for Strategy and Innovation; Member of the General Management Unit; and faculty cochair of the "Entrepreneurship Education Colloquium on Participant-Centered Learning." Read Full Bio

View Entire Teaching Team

Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Ryan W. Buell

Faculty Chair
UPS Foundation Associate Professor of Service Management. Member of the Technology and Operations Management Unit; and faculty chair of "Transforming Customer Experiences."

Das Narayandas

Edsel Bryant Ford Professor of Business Administration. Senior Associate Dean, External Relations and Harvard Business Publishing. Member of the Marketing Unit; and faculty cochair of "Law Firm Leadership and Management—China."

Youngme Moon

Donald K. David Professor of Business Administration. Senior Associate Dean for Strategy and Innovation; Member of the General Management Unit; and faculty cochair of the "Entrepreneurship Education Colloquium on Participant-Centered Learning."

View Entire Teaching Team

Admissions

The Admissions Committee meets monthly, and admits qualified candidates on a rolling, space available basis. Early application is strongly encouraged. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both.

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The Admissions Committee meets monthly, and admits qualified candidates on a rolling, space available basis. Early application is strongly encouraged. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both.

Read More

Programs, 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.

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