Overview

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.

Download brochure

Registration Information

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

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.

Topics

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.

    Business executives shaking hands during a meeting
    Two Thunderbird School of Global Management students smiling while looking at a laptop together.

    Need help finding the right program?

    Answer a few brief questions and allow Thunderbird's virtual assistant to find the right program for you.

    Request More Information

    By clicking "Submit" I consent to Thunderbird School of Global Management using the information above to contact me regarding my programs of interest and provide any other information I request. If you are in the European Union or another country or state that has adopted the GDPR (General Data Protection Regulation) or similar privacy protection, please also read the ASU European Supplement to ASU's Privacy Statement