Executive Education

Program Overview

In Singapore, we will explore a city-state that provides a remarkable example of extraordinary economic development despite the lack of any natural resources other than a strategic location and an attractive harbor. Singapore is the home of world-class service providers such as Singapore Airlines and consistently ranks in the top spots of the World Economic Forum’s global competitiveness index.

We will examine how leading local firms succeed in delivering great experiences to their customers and will study in depth the following three questions:

1. How can service organizations adapt and innovate their offerings?
2. How can we better align organizational capabilities with customer needs?
3. How can we tap on analytics to measure and improve the quality of service delivery throughout the customer journey?

In Paris, students will explore innovative service companies and will also focus on world-class best practice organizations. Students will also explore best practices for manufacturers wanting to add service to their products and move toward solutions, looking at both the benefits and challenges of these strategies. By the conclusion of the program, students should understand the economics of both customer and employee loyalty and be familiar with best practices to achieve them in service settings, including professional services and the service arm of manufacturing firms.

These best practices will include aspects of strategy, operations, marketing, human resource management and innovation in a service context.

COURSES INCLUDE:

Employee Centricity at Salesforce • Designing Customer-Centric Services: Design Thinkers • Design Thinking in Services • Subscription-based Business Models in B2B • Transformational Customer Experiences