Executive Education
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... Right arrow Topic-Focused Programs Right arrow Transforming Customer Experiences Right arrow Overview

Transforming Customer Experiences

Transforming Customer Experiences
Ryan Buell

"Cases create lessons that stick."

Ryan W. Buell
Faculty Chair
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Email: executive_education@hbs.edu
Ryan Buell

"Cases create lessons that stick."

Ryan W. Buell
Faculty Chair
Read More
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 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.

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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.

Dive Deeper into the Experience
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Professors Earl Sasser & Ryan Buell: FoundationalProfessors Earl Sasser & Ryan Buell: Foundational
The joy of teaching the case 50 years after it was written and taught.
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A New Approach to ServiceA New Approach to Service
Recent participants share their program insights.
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Transforming Customer Experiences WebinarTransforming Customer Experiences Webinar
Join Faculty Chair Ryan Buell as he takes a deep dive into the program.
Watch the VideoWatch the Video
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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.

Dive Deeper into the Experience
Play video
Play video
Professors Earl Sasser & Ryan Buell: FoundationalProfessors Earl Sasser & Ryan Buell: Foundational
The joy of teaching the case 50 years after it was written and taught.
Watch the VideoWatch the Video
Play video
Play video
A New Approach to ServiceA New Approach to Service
Recent participants share their program insights.
Watch the VideoWatch the Video
Play video
Play video
Transforming Customer Experiences WebinarTransforming Customer Experiences Webinar
Join Faculty Chair Ryan Buell as he takes a deep dive into the program.
Watch the VideoWatch the Video
Previous Next

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.
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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 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, 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.
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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.
Ryan Buell

"Cases create lessons that stick."

Ryan W. Buell
Faculty Chair
Read More
Apply
Download Brochure
Program Finder
Need Help? Contact Us:
Program Advising team
Email: executive_education@hbs.edu
Ryan Buell

"Cases create lessons that stick."

Ryan W. Buell
Faculty Chair
Read More
Need Help? Contact Us:
Program Advising team
Email: executive_education@hbs.edu
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Location Virtual, HBS Campus