• Date
  • Duration
    3 Days
  • Fee
    INR 1,30,000 + taxes
  • Format
    On-Campus (Hyderabad)
  • Apply Now
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Meeting customer demands is vital; failing to do so can lead to losses due to switching behaviour. Customer acquisition costs are rising, emphasising the importance of retention for scaling and profitability.

The Transforming Customer Experiences programme aims to enhance your offerings, helping you create a unified, compelling customer experience, which, in turn, boosts customer loyalty, resulting in a substantial increase in customer lifetime value and overall profitability.

The Programme Will Help You

  • Develop a strategic approach to acquiring and retaining your customers to improve profitability
  • Build a customer-centric organisation
  • Differentiate your customer service models
  • Go beyond surface-level customer friendliness and understand your customer’s real needs, improving customer stickiness
  • Create and design customer-oriented value propositions
  • Understand the trade-offs in designing your customer experiences
  • Be nimble in your approach to overcome market competition and disruptive strategies, to increase sales at a lower cost of acquisition
  • Leverage technology to improve customer service
  • Identify areas of improving service frameworks and manage relationships across the customer life cycle

Is This Programme For You?

This programme is best suited for:

  • Senior executives from the marketing, operations, product and customer servicing functions

  • Presidents and vice-presidents of smaller customer-oriented firms

  • Mid–level and senior managers who are
    • Tasked with growth as a part of their business strategies
    • Building or looking to improve their skills related to developing contemporary brands, managing, and growing existing brands, and/or revitalising fading brands 
    • From marketing and sales functions who want to sharpen their brand agenda
    • From service-oriented industries who are looking to improve customer service scores and improve NPS
    • Playing a key role in crafting customer growth strategies
  • Senior executives from strategy, HR and technology teams who wish to gain a deeper understanding of customer-centricity and the impact on profitability

Admission Criteria and Selection

This programme does not have any formal education requirements. However, we admit candidates based on their professional experience and organisational responsibilities. We encourage you to apply as early as possible to secure your seat in the programme.   

Programme Curriculum

Engage in case studies, exercises, and simulations relevant to managing developed and developing markets across sectors.

The programme includes cases, lectures, and frameworks to allow participants to apply their learnings in a real-time, competitive situation.

Module 1: Market Disruption and Customer Centricity

  • Introduction to customer-centric marketing process: Design thinking approach
  • Understanding customer needs and behaviour
  • Identifying the right customers to target
  • Marketing research for customer-centricity
  • Growth hacking



Harish Bijoor

Visiting Faculty, ISB

ISB Certificate

After successful completion of this programme, you will be awarded an ISB Executive Education Certificate, formal recognition of your professional development.

ISB Executive Network

On successful completion of this programme, you will be a part of the ISB Executive Network, a vast community of senior executives and entrepreneurs across the globe.

The benefits of the ISB Executive Network include:

  • Access to ISB Executive Network LinkedIn Group
  • Access to support e-mail ID
  • 10% discount on open executive education programmes
  • Newsletters

Participant Stories

Outside-In Approach to Customer Experince

Create and design customer-oriented value propositions

Gaurav Pokharna
Key Account Lead, IQVIA

Improved Customer Lifetime Value

The success of organisations is intricately tied to customer loyalty

Parija Parikh
Consultant, IQVIA

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