Business Case for Designing an Experience-Led Organization

In an age when word-of-mouth has become weaponized, traditional marketing approaches to brand and reputation are no longer sufficient. This course educates business leaders on the changing market conditions of our Experience Economy, where experience-led brands have begun to dominate. It features an introduction to customer experience, employee experience, and intentional culture management, use cases, and metrics.

Learning Objectives

  • Understand the critical connections between the future of work—redesigning organizations so “Employee Experience” (EX) and Customer Experience (CX) reign — and winning the battle for talent and customers
  • Through use cases, recognize the numerous competitive advantages of the experience-led organization, how to embark on the change management journey, and the crucial differences between operational data (O data) and experiential data (X data)
  • Explore human-centered design thinking and its applicability to desired business outcomes

Major Topics

  • Customer Experience as Next-Generation Branding
  • Employee Experience as the Future of Work
  • Cultural analytics and culture management

Who Should Attend

Knowledge workers, operational leaders, marketers, HR professionals

Fields of Study

Business Management & Organization




Business Learning Institute

CPE Credits




This course is currently available for registration

Date Host Org CPE Format
11/18/2020 Business Learning Institute 3.0 In-Person Register Now

This course is available for your group as:


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