Customer Experience Strategy (Online): Design and Deploy a Successful CX PlanNEW

Requirements

While there are no specific prerequisites in terms of content knowledge, this program is designed for those who have some management-level experience in product, service, and brand marketing.

Learn more

Requirements

While there are no specific prerequisites in terms of content knowledge, this program is designed for those who have some management-level experience in product, service, and brand marketing.

Learn more

Customer Experience Strategy (Online): Design and Deploy a Successful CX Plan

Requirements

While there are no specific prerequisites in terms of content knowledge, this program is designed for those who have some management-level experience in product, service, and brand marketing.

Learn more

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. Today’s 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 columbia@emeritus.org, +1 315-982-5094, or +1 315-277-2746 for a personal conversation about this program and how it may benefit you.

Delivered in collaboration with
Emeritus

After completing this program, participants will be able to:

Evaluate, understand, and work toward addressing the needs of their customers before the needs of their business
Use qualitative and quantitative research tools to test customer experience strategies and create a holistic approach to giving customers a great experience with a brand
Evaluate customer experience from the customer's point of view
Leverage consumer research techniques to discover the motivations that drive customer needs
Employ tools, such as personas, journey maps, and empathy maps, to make more informed decisions on how to improve customer experience
Recognize the value of personalization in customer experience design using AI and machine learning technologies

Learn key principles, tactical research and technology tools for developing customer experience strategies that support business differentiation as a competitive advantage.

Module 1
Module 2
Module 3
Module 4
Module 5
Module 6

Customer Experience Strategy and the Role of Customer Experience Design

Gain an understanding of the fundamentals of customer experience and identify the importance of customer experience design in the context of omnichannel interactions with customers.

Mid-level to senior managers who want to develop competitive differentiation by designing engaging customer experiences in the context of multichannel interactions
Product professionals, marketers, and entrepreneurs who want to integrate an overall customer experience strategy with their brand and product strategies

Paul Canetti

Adjunct Assistant Professor of Business, Marketing Department, Columbia Business School

Paul Canetti is an entrepreneur, educator, and futurist. He is an adjunct assistant professor of business at Columbia Business School in the marketing department. He sits on the Strategic Advisory Board of Riverside Acceleration Capital. He is also the host of the podcast Tech News for MBAs and writes about technology on his website, Hypothetically Great.

Canetti was named one of Inc.'s “30 Under 30 World’s Coolest Young Entrepreneurs” and has founded multiple software businesses including MAZ, a video distribution and e-commerce platform used by Forbes, Bloomberg, and Condé Nast. MAZ was listed as one of Entrepreneur Magazine’s “Best Entrepreneurial Companies in America”. Canetti served as MAZ chief executive officer and Chairman of the Board for 10 years, until it was acquired by Zype in 2021. Canetti was also the co-founder and chief executive officer of ClickEasy, formerly named Bounce House, an e-commerce platform for local service businesses, which was acquired in 2021. He is currently on ClickEasy's advisory board.

Canetti’s work focuses at the intersection of cutting-edge technology, user experience, and business. He previously worked as a lead creative at Apple and is the author of the upcoming book about the implications of augmented reality on various industries called Augment Nation: Moving Humanity to the Software Layer. Canetti is also an angel investor and startup advisor.

Additionally, Canetti does private consulting and corporate training for executives at Fortune 500 companies. His clients have included TikTok, Indeed, L’Oréal, Estée Lauder, Disney, Walmart, Unilever, Staples, AXA, Condé Nast, IHG Hotels & Resorts, IBM, General Electric, PwC, Citigroup, MasterCard, and American Express.