Training Programs

Designing Customer Experiences: From Strategy to Execution

Upcoming Dates: October 29–November 1, 2024 | April 1–4, 2025

Photos of Designing Customer Experience program from April 2024

Designing Customer Experiences: From Strategy to Execution is a four-day executive education program focusing on the strategic management and design of customer experiences in today’s technology-driven world. The program equips executives with state-of-the-art strategies and tools to manage and design effective and impactful experiences.

In addition to lectures, case studies, and planning exercises, the program uses New York City as a living laboratory to learn how to design, manage, strategize and innovate customer experiences. Visit a tech experience, immerse yourself in a retail experience tour, and explore the old and new Columbia campuses – and learn about best practices of designing CX experiences that you can transfer and implement immediately in your own business.

Learn More, Read Past Participant Interviews, and Register 

With Columbia Business School’s Designing Customer Experiences program, participants will:

  • Fast-track their understanding of designing an integrated customer experience and gain strategic experience for a competitive advantage
  • Acquire effective skills to manage customer experiences at every touchpoint and innovate experiences with new technology
  • Immerse themselves in one-of-a-kind New York City CX experiences, including a services and hospitality experience, a Soho retail experience tour, visiting a robotics lab, and more
  • Learn from faculty who are world leaders in their field and at the forefront of CX design
  • Build a network of peers from different sectors, cultures, and countries who can provide diverse perspectives and insights
  • Gain key insights into the significance of new technological developments in the realm of customer experience design

The program’s co-directors, Professors Bernd Schmitt and Markus Giesler, have developed some of the key ideas in brand marketing and management today.

Custom Brand Leadership Seminars

The Center can also offer custom executive seminars for companies in all industries to train executives in the critical tools of brand management, including:

  • Customer Experience Management
  • Strategic Innovation
  • Brand Positioning
  • Brand Architecture and Portfolios
  • Digital Brand Strategy

Currently, custom executive programs can be designed to be offered live, online, asynchronous online, or a mixture of all. 

The seminars are led by the Center's faculty director, Professor Bernd Schmitt, who has spent the last 30 years teaching both MBA students and corporate executives on these issues while also working directly with corporate clients on their marketing and brand strategies. Prof. Schmitt is the author of the ground-breaking books Experiential Marketing and Customer Experience Management, as well as Big Think Strategy, Happy Customers Everywhere, and his latest The Changing Face of the Asian Consumer. Additional teaching expertise is provided by other Columbia Business School faculty and curated experts.

Please contact us at [email protected] to discuss your interests and needs for a custom seminar so that we can work together to design a program that will help you effectively reach your business goals.

Open Enrollment Classes

Open enrollment classes are offered at Columbia Business School through the Executive Education department. Some of the courses in the fields of marketing and strategy include:

Please visit the Executive Education homepage for more information and a complete schedule of its courses.