About Programme
When it comes to retaining customers and attracting new business it can be argued that, in some cases, customer experience (CX) has become more important than the brand itself. Todays customer experience strategies go beyond traditional discounts and perks by engaging customers with personalized, seamless, and consistent interactions across all touchpoints. Learn to develop this new vision and gain a competitive business advantage with answers to critical questions, such as:
Why should it be a priority to meet the needs of your customers before the needs of your business when designing customer experience strategies?
What is the difference between customer loyalty and customer advocacy?
What are the potential benefits and drawbacks of using artificial intelligence (AI) and machine learning (ML) technology for personalization?
How can you best leverage consumer research techniques and employ personas, journey maps, and empathy maps to improve the customer experience?
Please contact our partners at Emeritus at
columbiaemeritus.org
, 1 315-982-5094, or 1 315-277-2746 for a personal conversation about this program and how it may benefit you.
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Prashansa Uttam
Programme Advisor
Columbia Business School
Executive Education Office
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