The Executive Program is eminently practical, comprehensive and effective in starting up and making a successful Customer Experience come about in organizations of all sizes and business sectors.

The Program goes into all aspects connected with the Customer Experience: behaviour, habits, a new decision-making process for the customer, innovation, digital transformation, cultural transformation, Employee Experience, neuromarketing, etc.

The Program works on all stages of the customer journey applying a methodology for its design. Discover how to gauge experiences to create a brand promise and to design unforgettable customer experiences.

Access Profile

Program

Faculty

Enrollment Procedure

Access Profile

Managers, professionals and entrepreneurs in all sectors who are looking to boost their knowledge of the design and application of a Customer Experience strategy that both stands out and produces results.

Professionals who aim to acquire the key competencies for the application of a Customer Experience strategy in their organization, acquiring expertise in innovation, digital transformation, business analytics and neuromarketing.

Testimonials

Daniel Castillo, Business Manager Apple

María Inmaculada Manzanares, Directora de Hotel NH

Belén Ramírez, ex Directora de marketing AEDAF

Program

The program comprises of 6 modules

Behaviours, habits of the client and neuromarketing

New customer decision cycle
Impact of communication and brand promise on customer expectations
Power of the influencers
The consumer's brain, emotional processes

Strategy and methodology for customer experience

Claves de Experiencia de Cliente en todos los sectores como motor de diferenciación
Travesía de Experiencia de Cliente, los pasos a seguir para una implementación exitosa
El Ecosistema del Valor de la Experiencia de Cliente
Desarrollo de competencias del siglo21 para la Experiencia del Cliente

Innovation, digital and cultural transformation

Proyectos y realidades en innovación y su aplicación a la Experiencia de Cliente
Design Thinking y proyectos de co-creación con clientes
Tendencias innovadoras en Experiencia de Cliente
Transformación Digital, Transformación Cultural y Experiencia de Cliente

Measurement and monitoring of experience

New Kpi's essential to measure the ROI of the Customer Experience
Different tools and methods for measuring experiences
Impact of the measurement on the client
Measurement of customer satisfaction Vs. Customer experience

* Optional 360º personalized evaluation of model i4 and Debrief competitions

CEX tools innovation and business analytics

Innovation and creativity. States and Creative Environments
Individual and collective creativity.
Design Thinking Tools. Generative Sessions
Co-Creation Workshops
The Intelligence of the Data. Big Data, Business Analytics and CEX

Cultural transformation. Planning and strategy of execution CEX

Organizations prepared for Digital Transformation
Great places. Collaborative Environments
The Employee Experience. Employee Journey
Strategy, Planning and Execution CEX. Model, Framework, Ecosystem and Crossing CEX

Faculty

Javier Ontiveros Benito (Manager)

Gemma González Andrés

Lina Robles Martínez

Beatriz López Gil

Cristina Martín Arribas

Javier Gallardo García

Alex Barros

Carmen López Suevos

María José Basanta

Enrollment Procedure

Application for admission + documentation:

Complete an application form accompanied by the following documents:

Copy of National Identity Card/Foreigners Identity Card/Tax Identification Number (DNI/NIE/NIF) or Passport
Curriculum Vitae

Price:

2.900 €

See the preferential financing conditions for CEU IAM:

* The information provided by the CEU Education Group on the financing requested is for guidance only and can in no way be considered a binding offer or pre-approval of conditions. Whether or not to approve and grant the financing requested is the sole decision the bank.

Executive Program in Customer Experience

Access Profile

Testimonials

Daniel Castillo, Business Manager Apple

María Inmaculada Manzanares, Directora de Hotel NH

Belén Ramírez, ex Directora de marketing AEDAF

Program

Behaviours, habits of the client and neuromarketing

Strategy and methodology for customer experience

Innovation, digital and cultural transformation

Measurement and monitoring of experience

CEX tools innovation and business analytics

Cultural transformation. Planning and strategy of execution CEX

Faculty

Javier Ontiveros Benito (Manager)

Gemma González Andrés

Lina Robles Martínez

Beatriz López Gil

Cristina Martín Arribas

Javier Gallardo García

Alex Barros

Carmen López Suevos

María José Basanta

Enrollment Procedure