Performance and Customer Experience

Master the Art of Service Excellence.

Your journey with us will immerse you in an open space of ideas, mutual learning, and one-on-one mentoring from the best-in-class experts in customer-tailored industries. Our teaching methods bring the promise of innovation, utility, and adaptability. 

How You Will Learn

OFFLINE LEARNING & PEER NETWORKING

The modules will require your presence for 2 up to 4 days per months. The programme will span over 9 months, 200+ hours, 15 modules, and 4 cities. You will be able to build bridges across multiple industries while learning alongside your C-suite. 

ONE-ON-ONE MENTORING FROM WORLD-FAMOUS EXPERTS

We value the knowledge power of the world's leading hospitality management university École hôtelière de Lausanne and harness the local expertise of top local customer experience professionals. That is why this exclusive educational offer consists of a blend of world-leading EHL academic know-how and national market insights from top managers.

4 EXCITING TRAVEL EXPERIENCES WITH BEHIND-THE-SCENE ACCESS TO TOP BUSINESSES

The customized project-based programme is designed for participants to discover and explore four distinct cultures and experiences in a face-to-face course format in Bucharest / Belgrade / Paris / Lausanne, giving participants the opportunity to continue their activity within the company.

INDEPENDENT LEARNING 

The final presentation of your project and the graduation ceremony will take place in Lausanne, in front of a jury consisting of world-class leaders in the Art of Service Excellence. You want to be prepared for that! You will have to be proactive and manage your time! Do not worry, we will provide help and guidance on how to succeed as a leader in CX.

You will get to meet and learn from some of the most prestigious international experts in customer experience management.

The pCX programme will train you to develop an exceptional service culture that motivates employees, delights customers, and drives organisational performance to a new level as CX has become the number one priority for forward-thinking companies.

What’s in it for your organisation?

Develop the tools to foster an exceptional service culture, by gaining key insights and skills to:

• develop the optimal strategy to reinforce the company positioning in the market
• explore CX design and design thinking (DT) through the lens of neuroscience
• deliver multifaceted experiences and interactions with real product and service offerings in any context, industry, or stage of the customer journey
• facilitate creativity and innovation in the service organisations
• leverage technology to create and enhance service offerings and improve delivery

Top Reasons to choose this Executive Programme

Acquire the skills and knowledge required to deliver Customer Experience Excellence.

• Earn a Postgraduate Diploma delivered jointly by Winsedswiss Education Group and EHL Advisory Services.
• Develop a practical 'customer experience' framework to create value in your organisation.
• Join an elite network of national and international experts in CX and connect with some of the world’s leading thinkers.
• Gain valuable real-world experience and technical expertise that will elevate your career to the next level. You’ll learn how to transform the customer experience, think outside the box and apply what you’re learning in real-world situations.

What You Will Learn

The topics of the programme reside at the intersection of notions and theories from strategy, marketing, innovation, entrepreneurship and operations.

• Foundation of CX - An open vision of the service system
• Managing quality and quality systems as Servqual model applied to CX
• The post-pandemic version of CX - Creating and managing excellent user experience (UX)
• Integrating Pricing into the performance of the CX
• Measuring CX with CPIs (Customer Performance Indicators)
• Design thinking applied to create excellent CX
• CX Intelligence: better understanding of the customer needs and expectations through neurosciences
• The Mind Mapping & inner strategies of CX
• Leading your organisation to performance in CX
• The mindset & looks of an excellent CX: Savoir vivre – savoir être
• The Swiss CX Experience

How You Will Learn

• Our innovative learning journey will be running entirely offline, with classes spanning 15 modules and a whopping 200+ hours.
• The modules will require your presence and focus for 2 up to 4 days per month during a 9-month period.
• The customised project-based programme is designed for participants to discover and explore four distinct cultures and experiences in a face-to-face course format in Bucharest/Belgrade/Paris/Lausanne, giving participants the  opportunity to continue their activity within the company.

Top Reasons to choose this Executive Programme

• Customer-Facing Managers
• HR Executives
• Marketing Executives
• Business Owners
• UX Developers
• Call Centre Senior Managers

Admission process

Admission is a selective process based on your professional achievement and organisational responsabilities

Step 1 - ONLINE APPLICATION FORM

Step 2 - ONLINE ASSESSMENT

Step 3 - PERSONAL INTERVIEW

Step 4 - ADMISSIONS COMMITTEE FINAL DECISION