Customer Centricity

In this week, participants will meet the professor and become familiarized with the main objectives of the program, the program structure, and the assignments they will be working on during the rest of the program. A welcome networking session will be hosted, giving participants the opportunity to forge meaningful connections with their peers.

During this week we will analyze the role of customer centricity in digital transformation and learn the key tenets for being a customer centric organization: developing the capacities to know our customers.

After completing this week of study, participants will be able to:

• Discuss the role of customer centricity in the digital transformation process.
• Develop skills to listen to customers.
• Carry out a customer analysis using key concepts in customer centricity

During week two of the program, a live session with the program Learning Facilitator will be hosted, an opportunity to connect with an industry expert who will be guiding you through your learning journey. 

During this week we will explore the key concepts to design and measure customer centricity, first understanding customer journeys, then designing them ourselves, and finally establishing corresponding customer metrics.

After completing this week of study, participants will be able to:

• Design a customer journey.
• Design customer metrics to track customer journeys, behavior, and trends.

During week three of the program, an interactive live session with the program faculty will be hosted, giving participants the opportunity to engage directly with the creator of the program, dive deeper into concepts seen in the learning materials, and discuss practical applications. 

During this week we will learn how to deliver customer centricity by creating a customer centric culture within your organization, by first understanding how to begin a customer-centric initiative, then aligning the organization toward a shared vision for customer centricity, and then ultimately diving into the details of how to deliver on these visions and initiatives. 

At the end of week four, participants are given the opportunity to continue networking in a live session, discussing key takeaways from the program and looking forward collectively to how they will implement these takeaways in their individual business contexts. 

GRADED ASSESSMENT – FINAL ASSIGNMENT GRADED BY LEARNING FACILITATOR