Customer Experience Strategy Brochure

Programme content and design The Customer Experience Strategy Programme is a two-day residential event at Cranfield School of Management. It is dedicated to guiding your organisation to a more customer centric future. Taught by a faculty with extensive experience in business, you will benefit from their creative practices, diverse ideas and tried and tested methods. You will also work side-by-side with peers across a range of sectors and benefit from their experience to improve your own operations. The programme guides you through effective tools and processes to help bring your organisation closer to your customers, including unpacking the dimensions of customer value and mapping the customer journey. The goal is to help you plan and implement customer experience insight, channel management and strategies that you can share confidently with key stakeholders.

Programme details

Fees All our executive programme fees include tuition, course materials and accommodation (where applicable). For Cranfield Alumni we offer a 25% discount on the course fee, and we also offer a discount to research club members. Please ask at time of booking.

Learn to: • Identify the dimensions of customer value. • Design your customer journey. • Effectively overcome challenges you face in implementation. • Implement customer experience insight. • Productively manage multichannel customer experience strategy. • Gain senior management and key stakeholder buy-in to deliver a successful change.

See www.cranfield.ac.uk/som/ces for dates and fees.

During the programme you will: • Benefit from peer group discussions, challenges and support. • Build an industry network to support your customer experience strategy in the future.

Organisations that have already benefited from the Customer Experience Strategy Programme include:

• Allianz. • British Gypsum Ltd. • Catalyst Housing Ltd. • Ericsson Ltd. • Lloyds Banking Group Plc.

• Olympus KeyMed. • Ordnance Survey. • Royal Bank of Scotland. • Salesforce.com. • VM Ware Ltd.

Duration: Two days residential

Day one • Customer experience strategy. • Customer experience insight. • Mapping customer and supplier processes. • Re-designing processes to improve experience. • Summary.

Day two • Experience-led customer relationship management. • Managing the multichannel customer experience. • Customer experience strategy in action. • Overcoming challenges in implementation. • Next steps.

“All the elements taught and explained on the programme were valuable and relevant because it provides a holistic view of customer experience.” Comfort Armoo, Head of Customer Experience at Fidelity Bank

www.cranfield.ac.uk/som/ces +44 (0)1234 754500 execdev@cranfield.ac.uk

5