In today's hyper-competitive landscape, exceptional customer experience (CX) is the key differentiator. Thunderbird School of Global Management’s Elevating Customer Experience: From Touchpoints to Transformation is a two-day workshop that covers key aspects of CX and strategy, focusing on how innovation strengthens experiences and builds customer and brand loyalty. Participants will learn how to create a customer-centric journey across multiple touchpoints, and develop a cohesive multichannel roadmap for success.

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Registration Information

Certificate Location Date Delivery type Cost Register
Elevating Customer Experience: From Touchpoints to Transformation Phoenix, AZ February 20-21, 2025 In-Person, Online $1,500 Register

Key Benefits

  • Develop in-demand CX skills: Equip yourself with a valuable skillset to thrive in the customer-centric era.
  • Craft winning CX strategies: Design and implement strategies that drive loyalty and retention.
  • Map the customer journey: Understand and optimize customer touchpoints for maximum impact.
  • Strengthen communication: Practice skills for effective and personalized customer interactions.
  • Utilize analytical tools: Leverage data and insights to optimize your CX initiatives.

Who Should Attend?

  • Marketing professionals: Enhance brand loyalty and optimize customer engagement.
  • Customer relationship managers: Build stronger relationships and maximize customer lifetime value.
  • Sales professionals: Differentiate your offerings and close more deals through superior customer service.
  • Entrepreneurs and startup founders: Acquire new customers and create a dedicated customer base.


The program will use presentations, small group discussions, and case studies to cover the following topics:

Customer Experience
  • The customer experience as part of customer-centricity.
  • Customer satisfaction, customer loyalty, brand loyalty.
  • Customer journey mapping and identifying multiple touchpoints.
  • Identifying customer KPIs.
Customer Experience Strategy
  • Understanding consumer behavior, developing the customer’s vision, customer feedback channels, and emotional association with customers.
  • Differentiating between customer service and customer experience.
  • Use of analytics: Net Promoter Score (NPS).
Role of Innovation in Customer Experience
  • Use of customer experience software and marketing automation.
  • Tools and technologies and analytics.
  • Use of communication channels, social networks, and social media marketing.
  • Virtual customer environment.
Challenges in Customer Experience
  • Dealing with demanding and difficult customers.
  • Customer experience as a differentiator.

    Why Thunderbird for Executive Education?

    Thunderbird empowers global professionals to shape the changing landscapes impacting their enterprises by expanding and updating their future-ready skills and connecting them to a diverse network of global experts.

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