Home / Postgraduate Diploma in Innovation and Customer Experience (iCx)
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.
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.
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.
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.
Summary
Registration opening: June the 4th, 2021
Starting date: July the 23rd, 2021
Duration:
15 modules
200 + training hours
9 months
for 2 up to 4 days per month
Delivery Mode:
face-to-face courses - our calendar is built to accommodate the requirements of your day to day job
Participants' profile:
middle and top managers from service industries, who aim to increase their external AND internal client's satisfaction
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.
develop the optimal strategy to reinforce the company positioning in the marketTop Reasons to Choose pCX
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.
Programme Director
Author of various academic and professional articles published by journals in the management of services, technology, and innovation. Professor Dr Ray F. Iunius is the founder of the Ecole hôtelière de Lausanne Institute of Technology and Entrepreneurship (EHLITE), the Institute for Innovation and Entrepreneurship (INTEHL), the Students Business Projects (SBP), the EHLITE magazine, and the Chair of Innovation Paul Dubrule, being today CEO of winsedswiss education group (WEG) SA.
Prof. Ray F. Iunius, PhD
Chief Executive Officer winsedswiss education group
Attendees include
Customer Experience Professionals and Executives
CX Programme Developers
CEOs and Senior Management
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
Participants' profile:
middle and top managers from service industries, who aim to increase their external AND internal client's satisfaction
Step 2
ONLINE ASSESSMENT
Step 3
PERSONAL INTERVIEW
Step 4
ADMISSIONS COMMITTEE FINAL DECISION
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