Transforming Customer Experiences
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
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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
DetailsCollapse All
Design effective service strategies and offeringsDesign 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 deliveryEnsure 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 networkExpand 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.
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Who Should Attend
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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 ExperienceThe joy of teaching the case 50 years after it was written and taught.Recent participants share their program insights.Join Faculty Chair Ryan Buell as he takes a deep dive into the program.
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.
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Learning and Living at HBS
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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.
Admissions Criteria and Process
