Executive Program in Strategic Customer Experience Design
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Executive Program in Strategic Customer Experience Design

Reinforce your Financial Management Career with Corporate Financial Analysis and Financial Risk Management Skills. Earn an executive certificate from one of the eminent institutions of India.

In association with

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Duration
6 Months

Program Schedule
Weekend Sessions


Session Frequency
Weekly

Tentative Start Date
Nov First Week



Program Overview

We believe in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them.

Customer Experience (CX) is the impression your business leaves with customers at every point of contact and across every stage of their relationship with you. A positive experience builds brand loyalty and affinity and contributes to your bottom line by creating brand advocates who increase in value over time (LTV) and evangelize your products and services to others.

The powerful convergence of marketing and technology in today’s marketplace means brands are no longer built through advertising, but through experiences. It is an imperative to connect deep human and business insights with the possibilities of using technology to define and deliver new realities. The delivery of experiences that can make lives easier, healthier, safer, more productive and rewarding. Businesses need to continually optimize their customers’ experiences across all touchpoints to ensure expectations are not only met but, ideally, exceeded.

Managing the customer experience has emerged as a key strategy to gain competitive advantage in today’s hyper-competitive marketplace, especially in the B2C sector. This CXD and DT training program is designed to build organizational capacity to nurture long-term customer relationships and orient organization to make outside-inside decisions. It will furnish participants with the knowledge, insights and skills required to formulate, implement, and manage a framework of ongoing customer experience excellence quickly and effectively.

logo iconAdmission 1st Cycle Closing On
10th August, 2021

logo iconDuration
6 Months

logo iconCampus
SPJIMR


Key Features

logo iconHave access to the latest research and relevant case studies
logo icon Examine relationship and experiential marketing
logo iconLearn customer experience journey mapping
logo iconDeveloping user experience designs
logo iconCustomer Insights and tools to discover insights
logo iconDivergent and Convergent Ideation and Prototyping and Concept Development
logo iconAdapt DT frameworks to develop innovative solutions for complex business problem
logo iconSimulation, case studies and group work based on real world challenges.
logo iconReal life examples of excellent and not-so-excellent implementations.
logo iconIdentify and model the application of new technologies.
logo iconExercising agile innovation to develop CX
logo iconCase studies to understand application of concepts and tools.
logo iconLearn from Industry leaders who have implemented the CX and DT

Program Overview

The Course on Corporate Finance, Risk & Analytics has been specially designed for working professionals in the corporate finance domain who wish to gain an understating of advance concepts and techniques required to solve complex financial challenges of an organization. The course is structured to expose the participants to factors affecting financial performance, modes of capital management, risk minimization strategies and guiding principles on investment decisions.

logo iconStarts On
Aug, 2021

logo iconDuration
6 Months

logo iconLast Date to Apply
20th Aug, 2021


Key Features



logo icon Have access to the latest research and relevant case studies



logo icon Examine relationship and experiential marketing


logo iconLearn customer experience journey mapping


logo iconDeveloping user experience designs


logo iconCustomer Insights and tools to discover insights


logo iconDivergent and Convergent Ideation and


logo iconAdapt DT frameworks to develop innovative solutions for complex business problem

logo iconSimulation, case studies and group work based on real world challenges.

logo iconReal life examples of excellent and not-so-excellent implementations.

logo iconIdentify and model the application of new technologies.



logo iconExercising agile innovation to develop CX


logo iconCase studies to understand application of concepts and tools.

logo iconLearn from Industry leaders who have implemented the CX and DT


Who Is This Program for?

Professionals with more than 3 years of experience and responsibler....Show More for customer acquisition, loyalty building, CRM, product management, brand management, and market research area will benefit from the course immensely. This program is suited for individual contributors, department heads, and business leaders who are responsible for driving business growth. Show Less

What Will I Learn From the Program?

Develop skills to design and implement a robust customer....Show More experience strategy for maximizing customer experience at every stage of their interaction with the brand. Incorporate Design Thinking mindset and learn the tools to build and implement a customer-centric solutions for customer acquisition and retention challenges. Show Less



Why This Program Is Important For Me?

The powerful convergence of marketing and technology in today’s....Show More marketplace means brands are no longer built through advertising, but through experiences. It is an imperative to connect deep human and business insights with the possibilities of using technology to define and deliver new realities. The delivery of experiences that can make lives easier, healthier, safer, more productive and rewarding. Businesses need to continually optimize their customers’ experiences across all touchpoints to ensure expectations are not only met but, ideally, exceeded. Show Less

What kind of certification will I get after the completion of this course?

You will be rewarded as Executive....Show More Strategic Customer Experience and Design from SPJIMR. Show Less




Curriculum

Best-in-class content by leading Faculty and industry leaders in the form of videos, cases, projects and live classes

Term1
Term2
Term3
Term4
Term5
Term6
Term7

Why CX is emerging as a business differentiator
  • Understanding Customer Service, Customer Experience (CX), Customer Experience Design (CXD), Customer Experience Management.
  • Pillars of Customer Experience Design

Governance and Culture
  • Describe how governance requires alignment with an array of stakeholders and the 5 steps to make it happen.
  • Importance of how a culture of experience delivery starts with a human capital management (HCM) strategy built on an engaged front-line.

CX Strategy & Process
  • How the CX strategy aligns with overall business/company strategy.
  • How service processes are designed. Describe how a granular blueprint design (as differing from a flow chart) uses "wait time" and "fail proofing" to enhance CX at every touch point along the journey.

CX Design & Delivery
  • Cover the critical enablers of CX Excellence.
  • Explore delivery of consistent CX excellence
  • Customer Experience Playbook

From POV to problem framing and definition+ Introduction to Ideation
  • Why is problem definition and framing critical?
  • Application exercise.

Prototyping and Concept testing
  • Early prototyping
  • ID Matrix
  • Concept development and validation

Consolidating data to unearth insights
  • Developing Empathy Maps
  • Writing POV statements

Understanding Customers
  • Concept of VOC, VOE, VOP for gaining insights
  • Constructing CJMs- Customer Journey Maps
  • Developing Consumer Personas

Measuring CX
  • Impact Analysis
  • ROI Calculation
  • Analysis of CX metrics Customer Experience Simulation (4 Hours)
  • Applying the tools and concepts learnt into a simulation and assess its impact on business.
  • Customized CX simulation to offer end-to-end experience.

Customer Experience Playbook- Feedback and Coaching
  • Opportunity to get a feedback on your project work and how you can implement the CX learnings in your organization and work domain.
  • Design Thinking and Innovation

Customer Insights
  • What are consumer insights and how is it different from consumer research
  • Why are businesses investing resources and efforts to uncover insights and understand their customer better?
  • Identify target users and design interview questionnaires to understand customer pain points

Tools to uncover consumer insights
  • Ethnographic Research Methods and Projection Techniques to collect consumer data.
  • Importance of functional needs and emotional needs.

Learning From Practitioners
  • Application of CX and DT in business functions and how they improved business growth Group work and field work for DT challenge.
  • Design Challenge Presentations and Feedback

Ideation - Divergent & Convergent
  • Convergent and Divergent techniques of ideation


Curriculum

Best-in-class content by leading Faculty and industry leaders in the form of videos, cases, projects and live classes

MODULE 1: Why CX is emerging as a business differentiator

MODULE 2: Governance and Culture

MODULE 3: CX Strategy & Process

MODULE 4: CX Design & Delivery

MODULE 5: From POV to problem framing and definition+ Introduction to Ideation

MODULE 6: Prototyping and Concept testing

MODULE 7: Consolidating data to unearth insights

MODULE 8: Understanding Customers

MODULE 9: Measuring CX

MODULE 10: Customer Experience Playbook- Feedback and Coaching

MODULE 11: Customer Insights

MODULE 12: Tools to uncover consumer insights

MODULE 13: Learning From Practitioners

MODULE 14: Ideation - Divergent & Convergent



Online Applications


Programme Faculty Panel

Instructor Dr. Ashita Aggarwal

Dr. Ashita Aggarwal

Professor of Marketing, SPJIMR

Marketing professor, Branding enthusiast, Consultant and Researcher of Consumer-Brand relationships, Dr. Ashita has over 21 years of experience in corporate and academics. She has more than 6 years of industry experience and approx. 15 years of teaching, consulting & research experience.Dr. Ashita has worked on consulting and research assignments on consumer insight and relationships and brand building with organizations across various sectors including FMCG, services, and telecom etc. (All out, HPCL, Samsung, Legrand, MeeMee kids brand, R Mall, Cargill etc.).

Instructor Prof. Hubert Raul

Prof. Hubert Rau

Professor of Business and Marketing

Hubert is a globally experienced consumer goods and financial services executive with over 30 years of people and business building successes. He brings proven expertise and discipline in strategy, revenue management, brand, sales, marketing, and customer experience. At Citibank, he pioneered the Customer Experience Design value proposition across franchises in Europe and in Spain turned around a 30-year loss making business to profitability in 3 years using CX disciplines.

Instructor Mr. Vafa Akhavan

Mr. Vafa Akhavan

President & CEO - NueBridge

Vafa Akhavan is an executive leader with global experience across seven industries and 16 countries in the Americas, Europe and Asia. His career is made up of corporate leadership roles and management consulting at marquee brands within their respective industries from startup to SME and conglomerates. He is currently President & Senior Adviser at NueBridge, a unique consultancy of operating executives serving corporate clients focused primarily on CE and CEM.

Dr. Suranjan Das

Dr. Suranjan Das

Professor & Group Head- Quantitative Method

Dr. Suranjan Das’s areas of Competence & Interest are Quantitative Modeling, Business Statistics, Operations Research, Research Methodology, Multivariate Data Analysis, Marketing Analytics, Pricing, Learning from Innovations, Design thinking (new course to start).


  • Professionals need minimum 60% in overall assessments to obtain the certification.

  • 70% attendance in the live sessions is the minimum eligibility to obtain the certificate.

  • Professionals will gain theoretical & practical understanding of Corporate Financial Analysis & Risk Management with new emerging technologies and tools.
University of Washington Certificate Sample

  • Professionals need minimum 60% in overall assessments to obtain the certification.
  • 70% attendance in the live sessions is the minimum eligibility to obtain the certificate.
  • Professionals will gain theoretical & practical understanding of Corporate Corporate Financial Analysis & Risk Management with new emerging technologies and tools.
University of Washington Certificate Sample

Admission Timeline


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Programme Fee

INR 33,333 (+ GST)

  Enrollment Fee - INR 33,333 (+ GST )

  Instalment 1 Fee – INR 33,333 (+ GST)

  Instalment 2 Fee – INR 33,333 (+ GST)


Admission Process



Online Application Open


Profile Shortlisting


Call Letter


Enrollment

I’m Interested in this Program


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  • Interface with Industry Experts
  • Faculty with Rich Academic and Industry Experience
  • Comprehensive and rigorous programme from India's best Private Business School
  • Quality interactions with experienced executives and peer group learning


I’m Interested in this Program








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Frequently Asked questions ❓

Answer: You will have hands-on learning over tools like R, Python, Eviews, Stata.

Answer: Submit the online application for profile selection process, you will be receiving a call Letter once profile is approved.

Answer: Yes, you can opt foreducation finance for 6, 12, 20, 24 Months EMI’s.

Answer:
  • Pillars of Customer Experience Design
  • Concept of VOC, VOE, VOP for gaining insights
  • Analysis of CX metrics Customer Experience Simulation
  • Design Thinking and Innovation
  • Ethnographic Research Methods and Application of CX and DT in business functions
  • Convergent and Divergent techniques of ideation