Overview

The programme is intended for senior leaders from organizations which appreciate the role and importance of customer experience in their operations or organizations which are aiming to improve the customer experience factor. The programme will venture into elements of understanding customer experience, designing superior customer experiences and managing these experiences to foster growth and profitability for the firm.

Objectives

1. To understand the concept and nature of customer experience
2. Design and Implement a Winning Customer Experience Programme
3. Derive profitability and sustainable competitive advantage through customer experiences.
4. Digital and Technology tools in designing and delivering better experiences to customers.

Content

1. Customer Centricity and Customer Value
2. Understanding Customer Experience
3. Mapping your Customer Journey and Identifying Customer Experiences
4. Designing Winning Customer Experience Programmes
5. Implementation and Review of Customer Experience
6. Profitability and Advantage through Superior Experiences

For Whom

Business leaders and customer experience managers who have a zeal to enhance customer experiences to drive profitability and customer retention through superior experiences.

Enquiry and Registrations

Management Development Programmes (MDP) Office

Indian Institute of Management Indore
Prabandh Shikhar, Rau-Pithampur Road
Indore 453556, Madhya Pradesh, INDIA

Email : mdp@iimidr.ac.in
Tel. : +91-731-2439750, 2439752, 2439753, 24397544
Fax : +91-731-2439800