GB 745 - Customer Experience Management

(3.00 cr.)

Prerequisite: GB 702 . Focuses on why Customer Experience (CX) is essential to compete and how leaders can transform their organizational culture to focus on their clients. It incorporates the following competencies that mature CX organizations live every day: align the experience around the client, not departmental silos; develop listening systems to hear the voice of their customers; build reliability into the experience they deliver; measure client experience results by treating their customers as assets; and transform their culture around the client. Serves as an elective for both Management and Marketing specializations.