STARTS ON: September, 2023
DURATION: 2 Full Days
Location: Riyadh
COURSE FEES:11,900 SAR
Tax Not Included
Customers & clients interact with organizations through several touch points in multiple channels and media, either directly or indirectly, intentionally or unintentionally, as part of their everyday life, social fabric and network.
The quality of these interactions defines the customer experience and is responsible for the final ‘taste’ that remains in the customers’ minds and hearts. It drives their purchasing behaviour, loyalty, and word-of-mouth/referral activity.
To navigate this increasingly complex journey, organizations must Integrate various business mindsets; Synchronize multiple functions; Orchestrate external partnering activity; and Nurture social interactions that reflect value and purpose. Above all, they need to Design, with their customers, a customer (CX) & user experience (UX) that is meaningful, effective, efficient, and genuine to their purpose and brand promises.
View moreDuring this 2-day program and in collaboration with CX Saudi (Saudi Customer Experience Association), participants will actively engage in various activities to practice customer experience design & management, customer engagement towards value co-creation with their customers, and link Brand, Purpose and Value to create highly positive customer experiences.
Participants will practice using relevant tools such as Customer Journey Map, the Customer Value Pyramid and various segmentation techniques. Case studies and videos will accompany these to create a diversified and engaging training.
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Mid to Senior level Managers charged with strategy or marketing who want to manage transformation within their organization confidently.
Executives seeking better processes for engaging customers over the long term.
Marketing Managers, Customer Experience Managers, Sales, Information & Technology Managers, Brand Managers and Supply Chain in Government, non-profit and profit organizations)
Our focus is the same as yours: Your growth and an immediate and long-lasting return on investment.
At MBSC’s Leadership in Customer Experience Program, you can expect the following:
Complete an intensive, practical, hands-on interactive program in 2 days only
Receive a digital Certificate in Business Specialty on MBSC Leadership in Customer Experience Program from Prince Mohammed bin Salman College of Business and Entrepreneurship
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Note: After successful completion of the program, you’ll also be granted a verified digital certificate that will be emailed to you in the name you used when registering for the program.
All certificate images are for illustrative purposes only and may be subject to change at the discretion of MBSC Executive Education.
Learn from accomplished Professors who are a cut above the rest in their field, are based in Saudi Arabia and come from diverse international backgrounds
Enjoy the immense learning and networking benefits by becoming a part of the MBSC’s network of professionals
For more information about the program syllabus
Download Brochure
Program Director, Professor of Marketing
Dr. Nikolaos Tzokas earned his Ph.D. in Marketing Management from the University of Bath, UK, and an MBA from the Athens University of Economics and Business, Greece.
In 2000 he joined the University of East Anglia (UEA), UK, as a Full Professor of Marketing. For the nex 14 years, he held numerous leadership roles, including Director of Research, Dean of the Business School, Associate Dean for Research, Enterprise, and Engagement in the Social Sciences Faculty. From 2014 to 2018, he led the Faculty of Business at the University of Plymouth as their Executive Dean. In 2019 he joined MBSC as Professor of Marketing and served as the Vice Dean for Faculty and Research, also leading the MBSC Case Center.
His research, consultancy, and executive training focuses on value co-creation through new product development, relationship marketing, and knowledge management. Within these areas, he has successfully supervised several Ph.D. students, who are currently holding significant positions in essential institutions in the UK and elsewhere.
For his research, he received over £5m external funding from sources such as the UK’s Economic and Social Research Council (ESRC) and the European Union’s Interreg, Marie Skłodowska Curie Horizon 2020 programs. His research has been published widely in international journals such as the Journal of Product Innovation Management, Journal of Management Studies, British Journal of Management, and Industrial Marketing Management.
Dr. Tzokas has served on several Boards and held positions of responsibility such as elected Council member of the Chartered Association of Business Schools (CABS), UK; Chair of the International Committee of the Chartered Association of Business Schools; and Chair of the Special Interest Group on Relationship Marketing of the UK’s Marketing Academy, as well as an international ambassador of the UK’s Leadership Foundation for Higher Education (LFHE), among other.
Head of the Academic and Training Courses Committee at CX Saudi (Saudi Customer Experience Association)
Part-time Lecturer at College of Business Administration - Umm AlQura University. Course instructor at STTAR Training Institute in collaboration with the Ministry of Tourism. A Tourism Pioneers Program 2022 and trained 618 individuals.
Group Chief Experience Officer, Saudi German Health
Former Guest Experience Director, Fakeeh Care. (ICA) Certified Coach, Certified in (BPM) & (IFCE). A key speaker in forums and events. Acquired a Professional Diploma and Fellowship in Customer Experience. Attended more than 200 courses in Business and Management.
A Professional (CGC) Certified Trainer, (LEGO) Certified Facilitator, (GGSC) Certified Coach, Author, & Motivational Speaker
Delivered workshops and training in different areas, Coaching & Professional Development, Skills & Team Building, Creative Thinking & Problem-Solving, Management & Negotiations.