Breakthrough Customer Experience (CX) Strategy
offered by MIT University

Private University
168 acre campus
Estd. 1861

Breakthrough Customer Experience (CX) Strategy
at
MIT University
Overview

Leave this digital customer experience strategy course with a varied set of tools to help you enhance the digital customer experience

Duration	3 days
Total fee	₹3.58 Lakh
Mode of learning	Online
Course Level	UG Certificate

Breakthrough Customer Experience (CX) Strategy
at
MIT University
Highlights

Earn a certificate of course completion from the MIT Sloan School of Management

Breakthrough Customer Experience (CX) Strategy
at
MIT University
Course details

Who should do this course?

For Individuals and teams charged with strategy or marketing who want to confidently manage digital transformation
For Entrepreneurs and executives of start-ups who want to establish first-mover advantage but must conduct quick, effective experiments with limited resources
For Executives and managers of legacy firms that want to update their processes without abandoning what made their companies great in the first place'including low-tech companies that may not have a good handle on data or digitization
For Representatives of organizations seeking better processes for engaging customers over the long term
For this customer experience course is highly relevant across industries and ecosystems'from B2B and B2C to C2C (customers sharing with each other) and C2B (customers collaborating with businesses)

What are the course deliverables?

Why the seat of control in the digital economy resides in exchanges among consumers and brands'and how these exchanges produce shared value.
The ways in which digital technologies have accelerated business-to-consumer and consumer-to-consumer exchanges.
How to generate new opportunities for value creation by rethinking or creating touch points in the user experience.
The basics of experimentation and multi-method data collection strategies for deep consumer insights
How to become a change agent to lead a culture that pairs innovation with customer needs

More about this course

Digital transformation has revolutionized the way that humans behave and make decisions
This has greatly impacted competitive strategy -loyalty can be created and destroyed by customer experience
This course uniquely applies a behavioral science foundation to help students develop breakthrough digital customer experience CX for their brand that resonates in this highly digitized world
Students will learn how to create different types of value for customers, leverage artificial intelligence for an enhanced experience, and embrace field experiments for actionable data-based insights
They will leave this course with a varied set of tools to help them enhance the digital customer experience their company provides and transform the organization to optimize an experimental culture

Breakthrough Customer Experience (CX) Strategy
at
MIT University
Curriculum

DAY 1:

Program Welcome and Introductions

Executive Education Team

What is your biggest challenge?

Becoming a CX Choice Architect

Nudge Strategy in the Customer Journey

DAY 2:

Getting Down to Brass Tacks: The Practitioner's Perspective

Meet 'Homo Technologicus'

Wrap up & Learning Synthesis

DAY 3:

Delivering Value to Customers

Harnessing the Power of Experiments

Pulling It All Together

Program Close

Breakthrough Customer Experience (CX) Strategy
at
MIT University
Faculty details

Renée Richardson Gosline

Renée Richardson Gosline is a Senior Lecturer in the Management Science group at the MIT Sloan School of Management and a Principal Research Scientist at MIT's Initiative on The Digital Economy