... Executive Education Programs for Individuals Transforming Customer Experiences—Virtual Teaching Team

... Transforming Customer Experiences—Virtual Teaching Team

Upcoming Session
(1 of 1)

Dates: 03–14 MAY 2021
Format: Virtual
Fee: $7,500

The program fee covers tuition, e-books, and online case materials.

This program includes live online classes, self-paced work, discussion groups, and virtual networking. Download brochure for a detailed schedule.

Admissions Criteria and Process

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.

Summary

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.

DetailsExpand All Collapse All

Design effective service strategies and offerings 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 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 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

Key Benefits

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

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

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

Discover more about business. And yourself.

Global perspectives > Leadership growth > Organizational impact.

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

Virtual Programs for Agile Organizations

Help your organization understand why there is no better time to prioritize learning & development.

Learn More

Understanding the Benefits of Our Virtual Programs

Four participants of our live online programs share their experiences.

Read Their Stories

Discover more about business. And yourself.

Global perspectives > Leadership growth > Organizational impact.

Watch the Video Watch 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.

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

Answering Your Questions

Application Submission

Application Review

Fee, Payment, and Cancellations

What You Will Learn

Through a rich learning experience that includes case studies, faculty presentations, immersive exercises, hands-on workshops, and group discussions, this service leadership 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, elevating employees, and transforming your organization to secure a competitive edge in your industry.

One of the benefits of the virtual format of the program is that it will allow you to immediately apply the lessons inside your organization. Every module features application exercises and reflection sessions intended to help you translate the powerful ideas that will emerge from our discussions into new strategies and approaches that can give your company a competitive edge. In addition, participants will be invited to engage in a longer-term project at the conclusion of the program, in preparation for a post-program virtual session later in the year.

What You Will Learn

Program Format

The program takes place over two weeks with live online classes on weekdays from 9:00 AM to 12:15 PM ET, including a break. Participants will also spend an hour with their discussion groups each morning before class, and will have the opportunity to attend a networking session each afternoon. Class sessions take place via the Zoom platform. There is also ample opportunity for interaction with faculty and peers inside and outside the class sessions.

Collaborative learning is an integral part of the experience. To maximize the benefit for everyone, you are expected to attend every session, complete all assignments, and contribute effectively in the class and in small groups. We recommend setting aside 4 to 6 hours per week for self-paced work in addition to the live online classes.

Program Format

Key TopicsExpand All Collapse All

Designing service excellence Designing service excellence

Applying principles of human-centered service design to diagnose hidden, unmet customer needs
Making appropriate strategic tradeoffs in service design
Aligning organizational capabilities with customer needs
Identifying innovative ways to fund service and improve profitability

Engaging customers Engaging customers

Designing experiences that better engage customers
Implementing new approaches to manage customer variability
Employing service analytics and experimentation to learn from customers and improve their experiences over time
Deepening service relationships through customer selection and service customization

Elevating employees Elevating employees

Diagnosing and addressing gaps in service execution
Creating an inclusive service culture that brings out the best in the people you lead
Leveraging technology to enhance efficiency and experiences
Enhancing the sustainability of service jobs

Transforming service strategy Transforming service strategy

Prioritizing improvement opportunities amid growth
Communicating your emerging service vision to customers, employees, and shareholders
Exercising transformational leadership to drive change

Key Topics

Designing service excellence

Applying principles of human-centered service design to diagnose hidden, unmet customer needs
Making appropriate strategic tradeoffs in service design
Aligning organizational capabilities with customer needs
Identifying innovative ways to fund service and improve profitability

Engaging customers

Designing experiences that better engage customers
Implementing new approaches to manage customer variability
Employing service analytics and experimentation to learn from customers and improve their experiences over time
Deepening service relationships through customer selection and service customization

Elevating employees

Diagnosing and addressing gaps in service execution
Creating an inclusive service culture that brings out the best in the people you lead
Leveraging technology to enhance efficiency and experiences
Enhancing the sustainability of service jobs

Transforming service strategy

Prioritizing improvement opportunities amid growth
Communicating your emerging service vision to customers, employees, and shareholders
Exercising transformational leadership to drive change

Special Program FeaturesExpand All Collapse All

Individual coaching 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 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.

Cutting-edge insights Cutting-edge insights

In optional afternoon sessions, Harvard Business School 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.

Special Program Features

Individual coaching

Team benefits: collaboration and coaching

Cutting-edge insights

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

HBS Unit:

Technology and Operations Management

Read Full Bio

Faculty

Dennis W. Campbell

Dwight P. Robinson, Jr. Professor of Business Administration

HBS Unit:

Accounting and Management

Read Full Bio

Frances X. Frei

UPS Foundation Professor of Service Management

HBS Unit:

Technology and Operations Management

Read Full Bio

Das Narayandas

Edsel Bryant Ford Professor of Business Administration

HBS Unit:

Marketing

Read Full Bio

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

HBS Unit:

Technology and Operations Management

Read Full Bio

Faculty

Dennis W. Campbell

Dwight P. Robinson, Jr. Professor of Business Administration

HBS Unit:

Accounting and Management

Read Full Bio

Frances X. Frei

UPS Foundation Professor of Service Management

HBS Unit:

Technology and Operations Management

Read Full Bio

Das Narayandas

Edsel Bryant Ford Professor of Business Administration

HBS Unit:

Marketing

Read Full Bio