Customer experience (CX) is the foundation of business success today. Companies that prioritize CX—from strategy to execution—consistently outperform their competitors. While AI and technology are essential tools, meaningful customer connections are irreplaceable. That’s why I’m so excited about our executive education program at Columbia Business School: "Designing Customer Experiences: From Strategy to Execution."
Here’s why this program is essential for business leaders:
1. CX Competitiveness
CX isn’t just a department or a task—it’s a strategic advantage that sets companies apart in today’s crowded marketplace. Organizations that excel in CX align their entire operations around delivering exceptional customer experiences. In our program, you’ll learn how to build a customer-focused culture that creates strong, lasting relationships with your audience and drives business growth. We’ll help you integrate CX into every layer of your company, from leadership to frontline teams, so that it becomes a core part of your competitive strategy.
2. AI Supports, CX Leads
AI and data are revolutionizing the way businesses operate, but without a clear CX strategy, these technologies can fall short. While AI can enhance efficiency and provide valuable insights, it’s the human touch that builds trust and loyalty. Our program teaches you how to use AI to support and amplify customer interactions, not replace them. You’ll learn how to blend cutting-edge innovation with empathy, ensuring that technology serves your customer relationships, rather than undermining them. By doing so, you’ll create more meaningful and personalized customer experiences that resonate long after the transaction.
3. Learn from the Best
Learn from leading experts such as myself and Columbia Business School Professor Bernd Schmitt, a pioneer in experiential marketing. We will guide you through cutting-edge theories and practical tools that will help you design powerful customer experiences. You won’t just leave our program with some ideas—you’ll leave with a plan. Whether you’re looking to refine your product offerings, enhance customer support, or streamline services, the lessons learned in this program can be immediately applied to your business.
4. Data-Driven, Human-Focused
Data is a powerful tool in understanding and predicting customer behavior, but data alone isn’t enough. Our program emphasizes the importance of using data to inform a human-centric approach to CX. You’ll develop the skills to turn data into actionable insights that strengthen your customer relationships and drive sustained growth. One of the world’s leading CX analytics companies will join us during the program to demonstrate how advanced data analytics can be used to optimize customer interactions and tailor experiences that meet evolving customer needs. You’ll leave with a clear understanding of how to leverage data to make smarter, customer-first decisions.
5. NYC — Our Live Laboratory
Studying CX design in New York City, especially in the SoHo district, provides an unparalleled advantage. NYC is a global hub for innovation and commerce, and Soho is at the forefront of experiential retail and brand engagement. As part of the program, you’ll be immersed in an environment where CX strategies are not just taught but actively practiced by some of the world’s most successful brands.
SoHo’s vibrant blend of luxury retail, innovative pop-ups, and cutting-edge customer experiences serves as a living case study. You’ll witness firsthand how companies create memorable and personalized interactions, from in-store activations to digital engagement. This dynamic environment allows you to observe and analyze CX in real time, providing invaluable insights and inspiration that can be directly applied to your own business. The energy and diversity of New York City itself will fuel your learning experience, offering an unmatched context for understanding how CX drives business success in one of the world’s most competitive markets.
Ultimately, our program is about more than just understanding customer experience—it’s about empowering you with the tools and strategies to lead a customer-centric transformation. In a world increasingly shaped by AI and digital innovation, it’s CX that will truly set businesses apart and drive their future success. If you’re ready to take your business to the next level by putting customers at the heart of your strategy and making the most of emerging technologies, I invite you to join us at Columbia.
