Breakthrough Customer Experience (CX) Strategy

MIT Sloan School of Management

Digital Business & IT

About Programme

Why attend Breakthrough Customer Experience (CX) Strategy?

Digital transformation has revolutionized the way that humans behave and make decisions. This has greatly impacted competitive strategy as loyalty can be created and destroyed by customer experience. What do these shifts mean for customer experience (CX) strategy? This new CX strategy course uniquely applies a behavioral science foundation to help you develop breakthrough digital CX for your brand that resonates in this highly digitized world.

Whether you are part of a new company leveraging the latest technologies, or a legacy organization feeling the pressures of digital transformation, you need a CX strategy that is the best of two worlds—data-driven but also keenly aware of the human element.

Course Topics

Programme Content

Day 1

8:30 AM – 9:00 AM

Breakfast and Registration

9:00 AM – 9:30 AM

Program Welcome and Learning Synthesis Launch

9:30 AM – 11:00 AM

Becoming a CX Choice Architect

11:00 AM – 12:30 PM

Nudge Strategy in the Customer Journey

12:30 PM – 1:30 PM

Lunch

1:30 PM – 3:00 PM

Human AI Interaction & Frictionless CX

3:00 PM – 4:30 PM

Another Kind of Code: Human-Centered Responsible AI

4:30 PM – 5:00 PM

Key Takeaways and Insights

5:00 PM – 6:00 PM

Reception

Day 2

8:30 AM – 9:00 AM

Breakfast

9:00 AM – 9:30 AM

Learning Synthesis

9:30 AM – 12:30 PM

Breakthrough Methods, Breakthrough Data: The Power Experiments

12:30 PM – 1:30 PM

Lunch

1:30 PM – 3:00 PM

Delivering Value to Customers

3:00 PM – 4:30 PM

Putting it All Together

4:30 PM – 5:00 PM

Awarding of Certificates

Day 1

8:30 AM – 8:45 AM

Program Welcome and Introductions

8:45 AM – 9:15 AM

What is your biggest challenge?

9:15 AM – 11:15 AM

Becoming a CX Choice Architect

11:15 AM – 11:30 AM

Break

11:30 AM – 12:50 PM

Nudge Strategy in the Customer Journey

12:50 PM – 1:00 PM

Wrap up

Day 2

8:30 AM – 10:30 AM

Getting Down to Brass Tacks: The Practitioner’s Perspective

10:30 AM – 10:40 AM

Break

10:40 AM – 12:30 PM

Meet “Homo Technologicus”

12:30 PM – 1:00 PM

Wrap up & Learning Synthesis

Day 3

8:30 AM – 10:30 AM

Delivering Value to Customers

10:30 AM – 10:45 AM

Break

10:45 AM – 12:00 PM

Harnessing the Power of Experiments

12:00 PM – 12:10 PM

Break

12:10 PM – 1:00 PM

Pulling It All Together

Programme Objective

In this research-driven and practitioner-led program, you’ll learn:

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

Upon successful completion of your course, you will earn a certificate of completion from the MIT Sloan School of Management. This course may also count toward MIT Sloan Executive Certificate requirements.

Programme Audience

Participants of this program are seeking to update their own skill sets as well as the analytic and experimentation capabilities of their organizations. Ideal participants include but are not limited to:

Individuals and teams charged with strategy or marketing who want to confidently manage digital transformation

Entrepreneurs and executives of start-ups who want to establish first-mover advantage but must conduct quick, effective experiments with limited resources

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

Representatives of organizations seeking better processes for engaging customers over the long term

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).

"This course is both refreshing and insightful, led by a world class instructor. Loaded with real world examples and ready to apply concepts, Breakthrough Customer Experience Strategy exceeds expectations. An excellent course for those wanting to reframe and access the latest views on how to approach CX, including how to think and market using AI. Cherry on top, you leave with a toolkit that keeps fresh all that you learnt. Renee brings in her expertise and research too as she answers questions. "

"Really enjoyed this course. Not only was it highly engaging and presented fantastically well, but it also covered a huge amount of ground in only 3 part-days. It included many though-provoking insights into the direction that CX is taking, and what - especially around AI - it can do and mean for organizations. Highly recommended."

Programme Benefits

Scientific Foundation

Apply a behavioral science foundation to help you develop breakthrough digital customer experience (CX) for your brand that resonates in this highly digitized world

Digital Transformation

Obtain a varied set of tools to help you enhance the digital customer experience your company provides and transform your organization to optimize an experimental culture

Networking

Interact with faculty and global peers

Mens et Manus

Explore 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

Certificate

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

Testimonials

"The course provided many insightful information as well as applicable strategies and processes that could be implemented in any organization to improve and even transform the CX experience ."

Ryan L

"This course is both refreshing and insightful, led by a world class instructor. Loaded with real world examples and ready to apply concepts, Breakthrough Customer Experience Strategy exceeds expectations. An excellent course for those wanting to reframe and access the latest views on how to approach CX, including how to think and market using AI. Cherry on top, you leave with a toolkit that keeps fresh all that you learnt. Renee brings in her expertise and research too as she answers questions. Five stars for sure!"

Priscila S

"A Great opportunity to meet Experienced people with solid backgrounds and share thoughts with them, guided by Excellent Renee Richardson, among the field of Customer Experience and Data Analysis. With a deep dive on Nudges, Frictions, and Different forms of Capital to understand modern concepts to drive Value for the firms. A Really suggested course and Path. Recommended!!"

Stefano B

"Amazing course"

Takashi S

"The delivery method, the invited speakers and the cohort's diversity made this program and great investment of my team's time."

Jeshua R

"Great experience. Wonderful content."

Amir Ali F

"This course guided by the exceptional MIT Senior Lecturer and Research Scientist, Renee Richardson Gosline, was transformative. Professor Gosline's passion and expertise illuminated the intricacies of customer experience, fostering collaborative learning and empowering us to think innovatively. Her evidence-based approach and real business case stories, coupled with genuine support, cultivated a dynamic environment conducive to growth. Under her guidance, I not only gained valuable insights into customer-centricity but also developed a profound appreciation for building meaningful connections."

Reena A

"Renée Richardson Gosline was a great guide through DDPE, the 7 nudges and ECSIT amongst other frameworks. She guide with a focus on application, and the workshops with peers truely helped me ground the new knowledge. I highly recommend this course."

Mads N

"Really enjoyed this course. Not only was it highly engaging and presented fantastically well, but it also covered a huge amount of ground in only 3 part-days. It included many though-provoking insights into the direction that CX is taking, and what - especially around AI - it can do and mean for organisations. Highly recommended."

Daniel R

"This was my first class and it surpassed all my expectations. The material resonated with my current workplace strategies, the delivery of the live online course was smooth and polished. The live group labsexercises were paced well throughout the presentations and it was amazing to collaborate with other executives and professionals around the world in real time. The instructor was amazing and energetic and carried with her industry knowledge and insights that made the material relatable. I'm looking forward to taking more courses."

Vishal P

Testimonial Source

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Contact us for the further details

Speak with an Advisor

Pedagogy (case method, experiential learning, coaching, simulations)
Contact Person Details

Prashansa Uttam

Programme Advisor

+91 9403890085[email protected]Mon – Fri, 9am – 5pm IST

MIT Sloan School of Management

Executive Education Office

https://mitsloan.mit.edu

Cambridge, USA

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