While the concept itself is not new, there is certainly an evolution from looking at experiences purely as individual moments, to managing customer experiences as a chain of interdependent events.
Mapping the customer journey is a widely accepted tool for analysing customer experiences. Yet this is only the tip of the iceberg for managing Customer Experience (CX).
Masterclass Customer Experience
In this masterclass, professor Mirella Kleijnen will take you through the process of transforming your perspective on CX from CX moments to CX management. She will develop with you a holistic approach to CX management that not only takes into account the marketing role, but also looks at it from an integrated organisational perspective.
We dive deep into the CET Triad: the interaction between customer, employee and technology. With the increasing pace of digital transformation, new organisational challenges are introduced. We discuss the factors of influence and roadmaps for implementation that can facilitate a successful transition.
Masterclass Customer Experience summary:
- Dates: 16 and 23 February 2022
- Number: max. 30 participants
- Duration: 2 evenings
- Lectures: from 18.00-20.00 hours
- Costs: € 495 including a meal at 17.30.
- Format: on location classical, unless COVID requires otherwise
To be admitted to this Customer Experience Master Class, you must at least have a hbo or university degree in the field of Marketing.
The masterclass is offered in Dutch. Please view the whole programme here.