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IIM KOZHIKODE - WILEY

Advanced Management Certification in Transformational Customer Experience (CX) Management

The only advanced management program that provides skill to design and deliver a unique, seamless and measurable customer experience and to look towards the futuristic ways to meet customer needs

9 Months

Action Learning      Experience 

27th March
2021

Batch Start Date

LIVE ONLINE Classes
 

+ MasterClasses 

from Industry Experts

Alumni Status

Executive Alumni Status from IIM Kozhikode

8.7/10
Learners Recommend
WileyNXT Executive
Education Programs

Program Outcome

Designing customer experience across customer journey maps using data driven models to build on customer insights and identify voice of customer

Use CX as a competitive advantage and implement deep level customer centricity

Implement design thinking skills for bringing customer at the center and identify metrics for successful CXM and defining RoI

Understand role of special techniques such as neuro marketing, sensory marketing and conversation commerce

Understand role of analytics, AI and other emerging technologies in defining a robust CXM strategy and get an overview of top CXM tools and platforms

Eligibility

Graduation | 5 Years+ Recommended | Letter of Intent
| GMAT Score (optional)

 

Who is This Program For?
 

  • Customer experience and customer success managers 

  • Product professionals, marketing professionals 

  • market research professionals

Curriculum

Understanding Transformational Customer Experience

Module 1

Design Architecture for Winning Customer Experience

Module 2

Customer Insights: Listening to Voice of Customer and RoI of Insights

Module 3

Metrics for CXM and Business RoI

Module 4

Technology and Operational Excellence for CXM

Module 5

20+ Global Case Studies with Hands-on Learning Experience 

Module 6

•Customer journey map

•CX blueprint design

•CX prioritization tool

•CX metrics architecture

•Design thinking plan

•Prototype creation

•Empathy map canvas

•CX centric org structure

Toolkit for CXM

Program Director

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Dr. Anandakuttan B Unnithan
 

DEAN (Academic Affairs & Development), Marketing Management

Dr Unnithan’s career as a business educator, researcher and administrator has spanned over two decades.

 

His research interests include consumer behaviour, services marketing, and advertising. His publications have appeared in leading journals in marketing, advertising, and other business disciplines.

He has consulted with major corporations and government agencies, and is actively engaged in executive education and management development programs.

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Dr. Sreejesh S

Assistant Professor, Marketing Management

Professor Sreejesh’s primary research interests include marketing analytics, brand management, services marketing, and online marketing & advertising.

 

His publications have appeared in Journal of Brand Management, Industrial Marketing Management, European Journal of Marketing, Computers in Human Behaviour, Journal of Travel and Tourism Marketing, International Journal of Contemporary Hospitality Management, Internet Research, Journal of Product and Brand Management, Journal of Service Theory and Practice, International Journal of Bank Marketing, etc.

 

He serves on the editorial board of International Journal of Consumer Studies. He has also authored books of international repute.

Program Architects

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Praveen Sathyadev

Head, Marketing Services – AI, ML and Operations

Autodesk

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Ajay kelkar

Co-Founder, Hansa Cequity 

ex-CMO HDFC

Learning Experience

3-days Immersion at IIMK Campus
*logistics extra
**subject government advisory on Covid19

#LearnToWin JOB Assistance

Program Fee

Rs 1,99,000 +

10,000 for IIM Kozhikode MDP Alumni Status (optional)
+ GST 

EMI Options Available

Call: +91 7290003164 | Email us: professionallearning@wiley.com

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