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FIU

International Week

How to effectively manage customer experiences across engagement channels.

Customer Experience Management in a Digital Market Environment

Customer experience is defined as customers’ perceptions of their relationship with a firm or brand resulting from all their interactions with that firm/brand during the customer life cycle. Managing the conscious and subconscious experience – the practice of designing and reacting to customer interactions to meet or exceed customer expectations – increases customer satisfaction, loyalty and advocacy. While the concept of customer experience may sound idealistic or touchy-feely, it is in fact, a critical differentiator in today’s hyper-competitive, hyper-connected global marketplace.

Customer experience management is about more than serving your online customers. It’s about knowing your customers so completely that you can create and deliver personalized experiences that will entice them to not only remain loyal to you, but also to evangelize to others about you – and that’s the most valuable form of advertising there is.

Program Director: Dr. Walfried M. Lassar / Diana Medina & Maria Sierra

Administrator: Angelica Analco, Sasha Espinola