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MIT Sloan Executive Education Offers Course to Guide Leaders Through Developing a Breakthrough Digital Customer Experience

Virtual Course Offered Early 2021 Uniquely Applies Behavioral Science to Customer Journey

MIT Sloan Executive Education announced an innovative and timely new online leadership course debuting in January 2021. The course, ‘Breakthrough Customer Experience (CX) Strategy’, is designed to help participants develop a breakthrough digital customer experience that resonates in a highly digitized world. Led by Renee Richardson Gosline, Senior Lecturer and Research Scientist at the MIT Sloan School of Management, this live online MIT course will premiere on January 27, 2021.

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Whether it’s a new company leveraging the latest technologies or a legacy organization feeling the pressures of digital transformation, brands need a customer experience strategy that is data-driven while keenly aware of the human element. Digital technology has become essential to delivering value to customers amidst a pandemic, revolutionizing the way that humans behave and make decisions. This course demonstrates how state-of-the-art behavioral economics can be combined with leadership strategy to develop innovative marketing strategy and competitive advantage. Participants will leave this course with a varied set of tools to help enhance the digital customer experience within their companies while creating a culture that embraces experimentation.

“Now, in the face of a disruption and crises, is the time we need to reflect on how we’re delivering value to customers and be crystal clear about who we are as brands. Ask yourselves, ‘What is our purpose? And how are we innovating in a way that is aligned with that?’” said Gosline. “Understanding what your North Star is as a brand will help you develop customer experiences that are both consistent with who you want to be and help you attract the customers that want to be with you.”

The program is designed for marketing professionals as well as entrepreneurs and executives at start-ups who want to establish first-mover advantage or legacy firms that want to update their processes. The course will be offered entirely online via live Zoom format to ensure participant safety, while still allowing ample opportunities for hands-on education.

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