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Transforming the Customer Experience (CX)

Building Lifelong Customer Relationships Through Innovation

Transformative customer experience programs go far beyond automating for cost reduction and reinventing processes for improved customer satisfaction. They are the intersection of strategic marketing, out-of- the-box thinking and operational innovation.

These programs have the exciting potential to

  • Increase revenue
  • Strengthen customer loyalty
  • Expand market share
  • Generate customer referrals

Why Enroll?

Understand the value of this program for you and your organization.

Course Details

Review the program outline, dates, location and pricing.

Register Now

Register for this program.

Customer Experience Transformation

While big name success stories (Uber, Disney, Zappos) are heralded in business media, most organizations focus on incremental improvements to efficiency and service instead of fundamental innovation of the entire end-to-end customer experience. How can your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth?

Why Enroll in this Program?

Learning Objectives

This course is designed to help your business leaders envision innovations that not only delight the customer but also have dramatic impact on your value proposition, strategic goals and revenue.

  • Develop the techniques to lead organizational change and creativity
  • Learn how to effectively evaluate alternatives and prioritize solutions
  • Understand the Kano Analysis of customer satisfaction
  • Walk away with an organizational Customer Value Assessment Matrix and System Map
  • Develop a Current State Customer Journey Map and build your Future Customer Journey Map

Regardless of industry, this program is appropriate for any manager in an organization that believes in the value of a customer relationship.

Who Should Attend

This is a management program that will help you innovate processes and redefine both the customer experience and your organization’s competitive position in the marketplace.

  • CEO, CIO, CMO, COO and executive level management
  • Service/Product Line leaders
  • Marketing Leaders
  • Information Technology leaders
  • Senior leaders who own the customer relationship
  • Customer Service leaders and Customer Relationship Managers
  • Members of a supply chain, IT or process transformation team
  • Business Process Owners
  • Brand managers
  • Business Analysis managers

Program Outline

Discovering the Breakthrough Customer Experience

  • Strategic Innovation
  • Rethinking the Customer Experience (CX)
  • Process Innovation

Designing Value-Added CX Solutions

  • Process Redesign vs. Process Creation
  • Clarifying Business Requirements
  • Solution Definition and Design
  • Building the Business Case

Implementing Transformative Solutions

  • Solution Development
  • Transformation Planning
  • Organizational Readiness
  • Validating Customer Impact
  • Cultural Transformation



Volume Discount available for Companies registering 3 or more individuals.


Have a question?

Contact us at 800.753.0444 or ldi@eckerd.edu.

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Orion Development Group

Presented in partnership by Eckerd College and Orion Development Group.