Leveraging Customer Experience

A course to enable leaders to deliver excellence in customer experience

Senior Fellows and CX experts Drs. Charles Patti, Ron Rizzuto, and Maria van Dessel help participants develop creative and innovative solutions to the challenges of designing and delivering on the customer experience promise. The course is built around six core topics that lead to the execution of a CX audit of the participant's organization.

of marketing professionals said that improving customer retention and satisfaction is the primary objective for their CX strategy.

Course format is 2 half-day kickoff and capstone sessions; 6 60-minutes sessions.

Who should take this course:

  • Middle management leaders with a desire to understand the role of CX within their organization
  • Employees that hold a customer-facing role, including internal customers
  • People who hold CX management or leadership roles and other CX-adjacent team members (those who interact regularly with CX) from other disciplines
  • Previous experience in CX is not required

When you invest in your people through Leveraging Customer Exerience, you will:

Gain employees with skills in the core foundations of CX management
Develop teams with expertise to build a CX culture
Enable CX leaders to measure the financial and non-financial results of CX programs
Charles Patti, Ph.D
Charles Patti, Ph.DConsultant and workshop leader to companies in varied sectors, including Aetna Insurance, Gannett, McDonald's, New Zealand Telecom, Otis, Siemens, and Texas Instruments
Ron Rizzuto, Ph.D.
Ron Rizzuto, Ph.D.Consultant to clients including First Data Corporation, Time Warner Cable, Cox Communications, Adelphia Communications, Chevron, Cablelabs, Liberty Global, Price Waterhouse Coopers, and Qwest
Maria van Dessel, Ph.D
Maria van Dessel, Ph.DUniversity of Denver Research Scholar, focused on advancing the understanding and application of CX, CX performance metrics, and training and development in CX across various industries

Class size: Up to 20 individuals

Course Tuition


Enterprise Package

Purchase seats in increments of 10 across any course or session combination and receive a price per seat of $5,000, plus get an 11th seat free.

Interested? Contact Janice Silver at .


2022 Class

This course is 8 weeks.

Class 2

September 20 – November 8, 2022

Deadline: August 12, 2022

*Cancellation Policy

If registered participant cancels within 30 days of course start date, registrant (or organization) will be responsible for 50% of the course tuition. If cancellation occurs within 14 days of course start date, registrant (or organization) will be responsible for the full tuition amount.

2022 Intrapreneurship Academy Brochure

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2022 Intrapreneurship Academy brochure