What you'll learn

  • Applying design principles to achieve service excellence
  • Designing experiences that better engage customers 
  • Transforming Service Strategy 
  • Leveraging technology to enhance efficiency and experiences
  • Diagnosing and addressing gaps in service execution

Course description

Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this live online program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and transforming the organization to adapt to changing customer needs and competitive landscapes.

Through a rich learning experience that includes case studies, faculty presentations, immersive exercises, hands-on workshops, and group discussions, this service leadership program prepares you to design and deliver transformational customer experiences. You will leave with a road map for creating a distinct and sustainable service model, maximizing customer engagement, elevating employees, and transforming your organization to secure a competitive edge in your industry. 

One of the benefits of the virtual format of the program is that it will allow you to immediately apply the lessons inside your organization. Every module features application exercises and reflection sessions intended to help you translate the powerful ideas that will emerge from our discussions into new strategies and approaches that can give your company a competitive edge. In addition,  participants will be invited to engage in a longer-term project at the conclusion of the program, in preparation for a post-program virtual session later in the year.

Associated Schools

  • Harvard Business School

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