CXM:
CUSTOMER EXPERIENCE MANAGEMENT

REQUEST INFORMATION
ONLINE REGISTRATION
PROGRAM

CXM:
CUSTOMER EXPERIENCE MANAGEMENT

REQUEST INFORMATION
ONLINE REGISTRATION
PROGRAM

INCREASE YOUR PROFITABILITY THROUGH CUSTOMER EXPERIENCE MANAGEMENT

Today it is no longer enough to manufacture products and offer services. It is necessary to set them apart, and exceed consumers’ expectations.
This workshop aims to analyze the user experience and share different tools to achieve profitability by boosting user loyalty, and changing an organization’s perspective so that it is focuses on its customers (Customer Centric).

 

DATES

From February 15 to March 03, 2019

 

DURATION

Face-to-face session, 3h
Online teaching forum, 5h
Videoconference, 2h

 

FORMAT

Blended
30% face-to-face training
70% online training

 

PRICE

500€

 

FACILITIES

EDEM
La Marina de València Muelle de la Aduana, s/n

CONTENTS

  • Customer Centricity (towards a customer-focused organization)

  • Differentiation through the consumer experience

  • Designing the experience

  • Customization

  • Mapping of the customer experience (Customer Journey Map)

  • Storytelling (captivating stories)

  • Gamification (The use of games)

TEACHING STAFF

FELIPE QUINTANA

Business School Professor and Consultant. Industrial Engineering degree from the ULPGC and MBA from the IE Business School.

More than 15 years of experience at multinational companies (LVMH Group and Bosch). He has been a professor at the IE Business School since 2004, where he teaches courses such as Customer Experience Management, Operations Management, Supply Chain Management, Mass Customization and Lean Thinking. He is also a consultant on Customer Experience and Lean Thinking for MDS (Service Marketing), where he has carried out customer experience projects in the Tourism and Automotive sectors, among others.

METHODOLOGY

Eminently practical and participatory workshop, in which there will also be teamwork activities. During the forum’s 4 days, the participant will require approximately 1.5 hours a day to participate in it.

The first session will be traditional (in-person), held on Friday, January 26. The forum will remain open from Monday, January 29 until Thursday, February 1. The last session, via videoconference, will be on Friday, February 2.

WHO IS IT FOR?

  • It is directed at any professional interested in creating value for his product and/or service. It is a multidisciplinary seminar focused on professionals from different areas: CEOs, and Directors of Marketing, Strategy, Operations, Finance, Management Control and Human Resources.

APPLICATION PROCESS

For more information or to register, the interested party must complete the application through the following links:

REQUEST INFORMATION
ONLINE REGISTRATION

The EDEM will then contact each applicant to continue with the admission and registration process.
The number of slots is limited.

REQUEST INFORMATION
ONLINE REGISTRATION
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