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    Transforming Customer Experiences—Virtual

    Transforming Customer Experiences—Virtual
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    Email: executive_education@hbs.edu
    Need Help? Contact Us:
    Program Advising team
    Email: executive_education@hbs.edu

    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 live online 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 transforming the organization to adapt to changing customer needs and competitive landscapes.

    This program is eligible for the Certificate of Management Excellence. Learn More

    You may also be interested in the related program: Transforming Customer Experiences.

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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 live online 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 transforming the organization to adapt to changing customer needs and competitive landscapes.

    This program is eligible for the Certificate of Management Excellence. Learn More

    You may also be interested in the related program: Transforming Customer Experiences.

    Key Benefits
    Taking a holistic approach to service design, execution, and transformation, this virtual 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.

    DetailsCollapse 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 connecting 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 virtual 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 connecting 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.

    Who Should Attend Dropdown down

    Who Should Attend Dropdown down

    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.

    Leaders in Virtual Learning

    When you participate in a virtual HBS Executive Education program, you benefit from a powerful learning experience carefully designed with a virtual setting in mind. Through live, synchronous program sessions you'll engage directly with our renowned faculty to learn from their latest research, gain actionable takeaways, and facilitate your growth. In addition, virtual discussion groups will connect you to a global group of peers and build your network.

    Dive Deeper into the Experience
    head and shoulder images of people in polygon shapes connected to a laptop with the HBS shield in the center
    Virtual Programs for Agile Organizations
    Help your organization understand why there is no better time to prioritize learning & development.
    Learn More
    Youngme Moon teaching in the HBSonline studio
    Understanding the Benefits of Our Virtual Programs
    Four participants of our live online programs share their experiences.
    Read Their Stories
    Play video
    Play video
    Discover more about business. And yourself.
    Global perspectives > Leadership growth > Organizational impact.
    Watch the VideoWatch the Video
    Dropdown down Dropdown up

    Leaders in Virtual Learning

    When you participate in a virtual HBS Executive Education program, you benefit from a powerful learning experience carefully designed with a virtual setting in mind. Through live, synchronous program sessions you'll engage directly with our renowned faculty to learn from their latest research, gain actionable takeaways, and facilitate your growth. In addition, virtual discussion groups will connect you to a global group of peers and build your network.

    Dive Deeper into the Experience
    head and shoulder images of people in polygon shapes connected to a laptop with the HBS shield in the center
    Virtual Programs for Agile Organizations
    Help your organization understand why there is no better time to prioritize learning & development.
    Learn More
    Youngme Moon teaching in the HBSonline studio
    Understanding the Benefits of Our Virtual Programs
    Four participants of our live online programs share their experiences.
    Read Their Stories
    Play video
    Play video
    Discover more about business. And yourself.
    Global perspectives > Leadership growth > Organizational impact.
    Watch the VideoWatch the Video

    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, e-books, and online case materials. No payment is necessary until you have been accepted. Payment is required prior to the program start date. If you need to cancel participation, you must submit your request in writing more than 14 days before the program start date to receive a full refund. Cancellations received 7 to 14 days before the program start date are subject to a payment of 50 percent of the program fee. Requests received within 7 days of the program start date are subject to full payment of the program fee.

    Admissions Criteria and Process Dropdown down

    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, e-books, and online case materials. No payment is necessary until you have been accepted. Payment is required prior to the program start date. If you need to cancel participation, you must submit your request in writing more than 14 days before the program start date to receive a full refund. Cancellations received 7 to 14 days before the program start date are subject to a payment of 50 percent of the program fee. Requests received within 7 days of the program start date are subject to full payment of the program fee.
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    ApplyDownload Brochure
    ApplyDownload Brochure
    More Admissions Information
    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.
    View In-Person Program Offering
    Apply
    Download Brochure
    Program Finder
    Need Help? Contact Us:
    Program Advising team
    Email: executive_education@hbs.edu
    Need Help? Contact Us:
    Program Advising team
    Email: executive_education@hbs.edu
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