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Executive Program in Customer Experience

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.

Start

17 april 2020

Duration

90 hours

Language

Spanish

Format

Attendance

Where

Campus Argüelles
Calle Tutor, 35
28008 - Madrid

Schedule

Friday from 4:00 p.m. to 9:00 p.m.
Saturdays from 9:00 a.m. to 2:00 p.m.

Qualification

Executive Program in Customer Experience
Access Profile >
Program >
Objectives >
Testimonials >
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.

Program

The program comprises of 6 modules

1

1. 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
2

2. 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
3

3. 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
4

4. 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

5

5. 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
6

6. 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

Objectives

  • Learn how to design a productive Customer Experience strategy
  • Increase both the sales and the loyalty of your customers and users
  • Improve the image and reputation of your brand
  • Improve your employment climate
  • Reduce the number of complaints and claims
  • Get access to real cases of successful implementation

Testimonials

Daniel Castillo, Business Manager Apple

María Inmaculada Manzanares, Directora de Hotel NH

Belén Ramírez, ex Directora de marketing AEDAF

Faculty

Javier Ontiveros Benito

Javier Ontiveros Benito (Manager)

Director CEO Quid Qualitas. Expert in Marketing, Sales, Customer&Employee Experience and Coach executive. Certificate in model i4 of Neuroleadership. Vice president of the AEC Customer Experience Committee. Degree in Mathematical Sciences specialising Statistics and Operational Research and Methodology of Mathematics. Over 20 years’ experience in Marketing, Communications, Sales Consultancy and Human Resources Management.

Gemma González Andrés

Managing Partner of Konnectare Values Expert in neuroleadership Digital and Cultural Transformation. Executive coach with 19 years’ experience in Telecommunications companies 10 years’ experience in development of managerial skills. Computer engineering from the Madrid Polytechnic University. Master's degree in Human Resources Management from the Madrid Association of Political Scientists and Sociologists. Executive Coach certificate obtained from Intuition Coaching. Certified in NLP (Neurolinguistic Programming) by IPH, i4 Neuroleader Trainer in Model i4 Neuroleadership awarded by the About my Brain Institute.

Lina Robles Martínez

Director of QQ Digital: Customer Deep Learning. Expert in Business Analytics applied to Business, Strategy, Marketing and Market/Customer Development. Collaborator in Engineering Mathematics and Big Data technology consultancy. She has over 215 years’ experience running strategic projects within the IBERIA group. She holds a degree in Mathematical Sciences from the Madrid Complutense University, graduate of the Big Data Analytics Executive Program at ESADE and has an Executive Master's degree in "Leadership and Management of People" from OTTO-WALTER INTERNATIONAL

Beatriz López Gil

CEO 4Doctors. Expert in Marketing and Customer Experience. Vice President of the Customer Experience Community of the Spanish Quality Association (AEC). She has a degree in Economic Sciences from the Autonomous University of Madrid, and has over 20 years managerial experience in the areas of Marketing, Experience and Customer Service, Commerce and Consultancy, Big Data and Digitalisation in multinationals in the financial and health sectors.

Cristina Martín Arribas

Head of Area Customer Experience at Minsait by Indra. She is a specialist in Markets and Customer Experience. With over 15 years as a Strategic Consultant. She has a degree in Business Management and Administration from the Autonomous University of Madrid. Member of the AEC Customer Experience Committee and Vice President of the Métricas Commission.

Javier Gallardo García

Director of Customer Experience and Operations Control in SAGE. Specialist in Customer Experience, CEM, Quality, Innovation, and Operations Control. Vice President of CEX Methodologies Committees at the AEC. Degree in Economics, Business Administration and Management from Carlos II University Madrid.

Alex Barros

Creative Director Quid Qualitas. Specialist in imagination and innovation at Customer Experience. Expert in Co-Creation programmes. He holds a degree in Fine Arts from the UCM Fine Arts Faculty (Madrid). His works have been bought by various private collections and featured in both collective and individual exhibitions.

Carmen López Suevos

Directora de Experiencia de Cliente en Vodafone. Con más de 20 años en consultoría y ope-radores europeos en áreas de estrategia, marketing y ventas, servicio al cliente, BPO inter-nacionales, CRM y tecnología. Experta en experiencia y servicio al cliente, liderando equipos multidisciplinares y multiculturales y procesos de trasformación. Executive MBA, Instituto de Empresas. Licenciada en Físicas, Universidad Complutense de Madrid.

María José Basanta

Directora de Experiencia de Cliente de Grupo Vithas y miembro del Comité de Dirección. 15 años de trayectoria profesional dedicada a proyectos de transformación en el ámbito de la relación con clientes. Experta en industria Contact Center implantando soluciones CRM y tecnología omnicanal. Dilatada experiencia gestionando equipos multidisciplinares y procesos de transformación introduciendo metodologías ágiles. Licenciada en Historia, Universidad Santiago de Compostela. Programa Postgrado Gestión Contact Center ESIC Business & Marketing School. Premio Mejor Atención al Asegurado y Premio Platinum Contact Center Mejor Plataforma Interna.

Enrollment Procedure

Solicitud de admisión

Application for admission 

Envío de documentación

Send documentation

Formalización de matrícula

Enrolment procedure

 

Application for admission 

Complete an application form.

Documentation:

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

Enrolment procedure:
Send proof of reservation.

Price: 2.900 €

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