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Deep-dive: holistic approach to Customer Experience Management

Masterclass Customer Experience Management

Customer Experience has become one of the buzz words lately and rightly so! Join this Masterclass and enrich your knowledge of Customer Experience Management, develop a holistic approach under the guidance of Professor Mirella Kleijnen.

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.

Change your world, follow the Masterclass Customer Experience at VU Amsterdam

Would you like to find out more?

Please contact us!

Vrije Universiteit Amsterdam
School of Business and Economics Executive Education
De Boelelaan 1105

Volg de VU School of Business and Economics op


Floor Coenen