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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. 

 

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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.

Who is it addressed to

no description of image found. Acquire the skills and knowledge required to deliver Customer Experience Excellence.

no description of image found. Earn a Postgraduate Diploma delivered jointly by Winsedswiss Education Group and EHL Advisory Services.

no description of image found. Develop a practical 'customer experience' framework to create value in your organisation.

no description of image found.Join an elite network of national and international experts in CX and connect with some of the world’s leading thinkers.

no description of image found.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.

 

no description of image found. Foundation of CX - An open vision of the service system

no description of image found. Managing quality and quality systems as Servqual model applied to CX

no description of image found. The post-pandemic version of CX - Creating and managing excellent user experience (UX)

no description of image found. Integrating Pricing into the performance of the CX

no description of image found. Measuring CX with CPIs (Customer Performance Indicators)

no description of image found. Design thinking applied to create excellent CX

no description of image found. CX Intelligence: better understanding of the customer needs and expectations through neurosciences

no description of image found. The Mind Mapping & inner strategies of CX

no description of image found. Leading your organisation to performance in CX

no description of image found. The mindset & looks of an excellent CX: Savoir vivre – savoir être

no description of image found. The Swiss CX Experience

 

How You Will Learn

 

no description of image found. Our innovative learning journey will be running entirely offline, with classes spanning 15 modules and a whopping 200+ hours.

no description of image found. The modules will require your presence and focus for 2 up to 4 days per month during a 9-month period.

no description of image found. 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.

no description of image found.

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

Who is it addressed to

 

no description of image found. Customer-Facing Managers

no description of image found. HR Executives

no description of image found. Marketing Executives

 

no description of image found. Business Owners

no description of image found. UX Developers

no description of image found. Call Centre Senior Managers

Admission requirements

no description of image found. Bachelor Diploma

no description of image found. Minimum of two years' working experience

no description of image found. English language certificate

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

no description of image found.

ONLINE ASSESSMENT

Step 3

no description of image found.

PERSONAL INTERVIEW

Step 4

no description of image found.

ADMISSIONS COMMITTEE FINAL DECISION

Contact us

 

Roxana Manolescu

Programme advisor

 

mail roxana.manolescu@winsed.swiss

phone +40 752 220 202



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