Design the right offering to maximize customer engagement. Learn how to flawlessly execute a sustainable service model that will give you a competitive edge in your industry.  

The program fee covers tuition, program materials, accommodations, and most meals.

Superior customer service can be the difference your business needs to stand out in your marketplace. By learning to identify and anticipate consumer behavior and market demand shifts, you can sharpen your firm's strategy and operating models to better deliver for your customers. 

Transforming Customer Experiences takes a holistic approach to service design, execution, and transformation. You’ll explore new strategies for delivering an exceptional service culture that supports employees, delights customers, and drives organizational performance.  

Key Program Features

Key Topics

  • Develop a customer experience strategy that best serves your customer base  

  • Build or optimize service design objectives that differentiate on customer service  

  • Ensure that organizational capabilities are aligned with customer needs—especially as you expand core services  

  • Implement new approaches to understanding, managing, and serving customers 

  • Leverage technology and analytics to make service quicker, easier, and more efficient 

  • 6
    days on the HBS campus
  • 9–12
    hours of pre-program work

Case materials and a detailed schedule will be made available approximately two weeks prior to program start.

  • Senior executives in either B2C or B2B companies wanting to improve service or shift to service-based strategies 

  • 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  

Individuals and teams are welcome to attend. Sending two or more representatives from your organization fosters teamwork and amplifies program impact. 

Global Perspective

Two female and two male executives sit and smile around a table filled with notes.
7%
Africa
8%
Asia Pacific
24%
Europe
12%
Latin America
9%
Middle East
40%
North America

Top Industries Represented

  • 26%

    Financial

  • 15%

    High Technology

  • 8%

    Real Estate / Construction

  • 7%

    Retail Services

  • 6%

    Manufacturing

  • 5%

    Transportation

  • 4%

    Education

  • 4%

    Health Care

  • 3%

    Consumer Products

  • 3%

    Professional Services

Experience

Years Worked

  • 4%

    Less than 10 years

  • 15%

    10-14 years

  • 24%

    15-19 years

  • 28%

    20-24 years

  • 15%

    25-29 years

  • 10%

    30-34 years

  • 3%

    35-39 years

  • 1%

    40 or more

Companies That Have Participated

  • Air France

  • American Tower Corporation

  • Bowlmor AMF

  • Cactus Restaurants

  • Computacenter

  • General Motors

  • Hiscox Ltd

  • HomeServe

  • Sterling Bank

  • University of New England

All our executive education programs are developed and taught by a team of widely recognized HBS faculty. Many are 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

This in-person program takes place on our storied campus where you'll live and learn at the heart of Boston's vibrant business, academic, and technology hubs.

At HBS, every detail is carefully calibrated to drive your success. Living arrangements and classrooms that spark connection. Unrivaled academic resources. And rejuvenating fitness, dining, and cultural amenities.

View of Executive Education area of HBS campus

The dedicated Executive Education area of campus features multiple classroom buildings and three residence halls around a quad

Residence hall bedroom and bathroom, with woman looking out a window

Our well-appointed residence halls feature private bedrooms, living group lounges, and courtyards to fuel vibrant discussions

We admit applicants on a rolling, space-available basis, so you are encouraged to submit your application as soon as possible.

The selective admissions process is based on professional achievement, organizational responsibility, and the admissions criteria for each program as described in Who Should Attend. There are no formal educational requirements for HBS Executive Education programs.

Learn more about the admissions process and requirements.

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.