Transformational Customer Experience Management

Upskill in Transformational Customer Experience Management
Earn the IIM Kozhikode Executive alumni status in 2022

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Key Information

Program Commencement Date

  • Coming Soon

Program Duration

  • 9 Months | 174 Hours
  • Weekend Classes


  • 5+ Sessions

Campus Immersion

  • 3 Days
  • * Logistics costs extra
  • * Subject to Covid19 Government advisory/ restrictions/ developments

Exams and Evaluations

  • The evaluation methodology is at the discretion of the faculty and includes online exams, case analysis, class contribution, assignments and more.
  • Minimum attendance of 75% is a prerequisite for program completion.

Complimentary Courses

  • Wiley Certified Course - Storytelling with Data
  • Wiley Certified Design Thinking Professional

Program Fee

  • INR 1.99 Lakhs + Taxes
  • INR 10K + Taxes for IIMK Executive Alumni Status (Optional)
  • EMI plans available
  • Get early bird discount of 5%*
  • * Contact your program advisor for last date

Eligibility & Selection

  • Graduation
  • 3 years Work Experience ( 5 years recommended)
  • Statement of Purpose
  • GMAT Score (optional)
  • Standard documentation


Is the Transformational Customer Experience (CX) Management Program?

A unique advanced management program that provides skill to design and deliver a unique, seamless and measurable customer experience and to look towards the futuristic ways to meet customer needs.

Extensive skills

Extensive skills to define, design and implement a customer experience strategy for maximizing customer experience across the customer lifecycle

Developed by top faculty at IIMK

Developed by top faculty at IIMK and Wiley along with the Wiley Innovation Advisory Council and leading business and customer experience leaders in varied digital and large organizations

Implementing Design Thinking and Data-Driven approaches

Implementing Design Thinking and Data-Driven approaches to build and implement a customer-centric experience across the customer lifecycle journey

Digital VUCA business landscape and emerging business and product models

Designed specifically keeping in mind the digital VUCA business landscape and emerging business and product models

The program integrates classes by:

Esteemed IIM K Faculty


C-Suite leaders

Masterclasses by top C-Suite leaders


Customer Experience Management?

With technology emerging and changing so fast, organizations have no choice but to innovate and transform, or else risk becoming obsolete. Digital transformation represents the next big thing in the customer service industry

A significant driver of the technological shift in business landscape is the ‘rapidly evolving demands of today’s customers’, that not only expect product variety and customization but also accelerated delivery

It is the time for CX leaders to put themselves at the forefront of the digital shifts in customer behaviors, by keeping a pulse on evolving preferences and continuously innovating online journeys to meet the needs of these customers

Customer Experience Management
63% of CX pros

63% of CX pros say their firm
maps customer experiences.
- Forrester

Customer Experience JOB Roles

companies are looking to hire

Customer Experience JOB Roles

Organizations prefer job applicants if they have knowledge in

  • Use-case mapping/Customer journey mapping
  • User adoption strategies
  • Overall technical/functional expertise
  • Understanding of CEX tech and today’s customer ecosystem
  • Customer touchpoints measurement in a way that becomes actionable through collected evidence of ROI


is a Customer Experience Manager?

Customer Experience Managers work closely with other managers as well as senior leadership within an enterprise and are often consulted in helping optimize product research and development, customer service, usability and user experience (UX) design, and sales and marketing.

Customer Experience managers will frequently benchmark customer experiences through surveys and customer interviews, customer demographic trends and analysis, and in-depth product and competitive product analysis.

Customer Experience Managers are tasked with ensuring customers have positive experiences with a company throughout the customer lifecycle



Is this program for?

Customer experience and customer success managers; product professionals, marketing professionals, market research professionals


  • Graduate with a minimum of 3 years of work experience however recommended 5 years work exp
  • Detailed application; SOP including Short Term Goals; Long Term Goals; GMAT Score (optional)

Program Outcomes

A carefully curated program that builds skills to design and implement a winning and measurable customer centric experience across the entire customer journey

Designing customer experience across customer journey maps
Use CX as a competitive advantage
Implement deep level customer centricity
Using data driven models to build on customer insights and identify voice of customer
Implement design thinking skills for bringing customer at the center
Identify metrics for successful CXM and defining RoI
Understand role of special techniques such as neuro marketing, sensory marketing and conversation commerce
Understand role of analytics, AI and other emerging technologies in defining a robust CXM strategy
Get an overview of top CXM tools and platforms

During 9 months of intensive experiential learning you will champion

  • Deep skills of using data-driven and design centric methods and frameworks for building winning customer experience journeys
  • Learn through 20+ case studies
  • Witness use cases and practical insights from real life business and customer experience leaders
  • Build a capstone case-based future-focused customer experience strategy
  • Understand how to make design and data-driven decisions and implement various platforms and assets assets

Define and implement a winning CXM plan

CXM plan

Program Curriculum

Program Curriculum

*Modules are subject to change based on IIM Kozhikode’s discretion,
students will be informed of the final curriculum during orientation.

Toolkit for CXM

Customer Journey Map
CX metrics architecture
CX blueprint design
Design thinking plan
CX prioritization tool
Prototype creation
Empathy map canvas
CX centric org structure

Complimentary Courses

  • Wiley Certified Course - Storytelling with Data
  • Wiley Certified Design Thinking Professional


Does Action Learning Methodology work?

In teams, get assigned a real-world business problem
Solve the real-world business problem while building your concepts
Work on the project throughout the course, use the learnings in your business context
Work closely with your team and a faculty as your project mentor
Present your solution to a panel
Action Learning Methodology

The Learning Experience

3 days Immersion

3 days Immersion at IIM Kozhikode Campus (logistics extra)
*subject to Covid19 Government advisory/ restrictions/ developments

100% LIVE Online Classes

100% LIVE Online Classes by Top IIMK and Wiley Faculty


5+ Masterclasses by Top CXOs and Business Leaders Leading Customer Experiences and journeys

Cutting-Edge Curriculum

Cutting-Edge Curriculum Based on current business models and customer centric approaches, co-developed by IIMK and Wiley Innovation Advisory Council Leaders

Online Course Resources

Online Course Resources and eBooks Library from Wiley by Top Global Authors
(1 year access to e-books worth INR 25,000/-)

Practical and Application Oriented Approach

Practical and Application Oriented Approach with Case Studies and Course Work

Joint Certification

Joint Certification from IIMK and Wiley and IIMK Executive Alumni Status

Program Coordinators,
IIM Kozhikode

Dr. Anandakuttan B Unnithan

Dr. Anandakuttan B Unnithan
DEAN (Academic Affairs & Development), Marketing Management, Indian Institute of Management Kozhikode

Dr Unnithan’s career as a business educator, researcher and administrator has spanned over two decades. His research interests include consumer behaviour, services marketing, and advertising. His publications have appeared in leading journals in marketing, advertising, and other business disciplines. He has consulted with major corporations and government agencies, and is actively engaged in executive education and management development programs.

Dr. Sreejesh S

Dr. Sreejesh S
Assistant Professor, Marketing Management, Indian Institute of Management Kozhikode

Professor Sreejesh’s primary research interests include marketing analytics, brand management, services marketing, and online marketing & advertising. His publications have appeared in Journal of Brand Management, Industrial Marketing Management, European Journal of Marketing, Computers in Human Behaviour, Journal of Travel and Tourism Marketing, International Journal of Contemporary Hospitality Management, Internet Research, Journal of Product and Brand Management, Journal of Service Theory and Practice, International Journal of Bank Marketing, etc. He serves on the editorial board of International Journal of Consumer Studies. He has also authored books of international repute with Pearson India and Springer International.

Dr. Geetha M

Dr. Geetha M
Assistant Professor, Marketing Management, Indian Institute of Management Kozhikode

Professor Geetha is an experienced faculty at the Indian Institute of Management, Kozhikode. She is an alumni of IIT Madras. She specializes in consumer behaviour analysis, buying trend strategy, data analytics and more.

Program Architects

Ajay kelkar

Ajay kelkar
Co-Founder Hansa Cequity and ex-CMO HDFC

He is a business leader with 28 years of experience branding and customer centric marketing and experience in key multinational companies such as P&G, India, Shoppers Stop and HDFC Bank as the CMO. He co-founded a unique multi-million-dollar revenue company called Cequity, which today is India’s leading customer marketing agency. In addition to this, he is a Certified Professional Coach (ACTP ), accredited by the International Coach Federation (ICF).

Praveen Sathyadev

Praveen Sathyadev
Head, Marketing Services – AI, ML and Operations Autodesk

Praveen has been in the profession of generating revenue models based on data driven insight communication for the past 7+ years of his 19 years career. He has been instrumental in building capabilities for futuristic digital strategy and innovation at top organizations, building smart teams that deliver best of breed analytics services and intelligent insights across industries. Focusing on building strong client partners to co-innovate and build future analytics services. He also have authored a course on story-telling with data with Wiley. His key expertise lies in defining and communicating insights based on structured, unstructured and varied kinds of data and build business, product and revenue models that are based on these. He has worked for clients and customers across domains and hence he has been selected for this module on insight building, visualization and communication of those insights and building data stories out of these.

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VP and Global Head, User Experience, Harman

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IIMK was ranked fifth among IIMs and sixth among management schools in India by the National Institutional Ranking Framework (NIRF) in 2020,

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IIM Kozhikode was the fifth Indian Institute of Management, founded by Government of India in collaboration with Government of Kerala at Calicut in the year 1996. Main campus Kozhikode, a satellite campus in Kochi to enhance the institute's offerings in Executive Education, especially full-time and part-time programmes targeted at middle and senior level executives.

IIMK is also one of the few Centres for Development of Digital Libraries in the world and is a country leader. The Institute also has a strong International Exchange Programme for students and faculty with several leading Management Institutes in EU and ASEAN countries. The institution also holds the credit for having pioneered the Interactive Distance Learning (IDL) Program for working executives in India.

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Program Structure

Designed by IIMK and designed by Top Industry leaders of WIAC based on the current business and growth needs

The program which holistically builds all the skills, competencies and capabilities for driving customer experiences in different business sectors using voice of customer insights, technology, and metrics. End to end customer experience management process


IIMK Faculty – Best in Class

Global Wiley Faculty and Industry Leaders and CXOs who lead businesses through transformations

Learning Experience

100% LIVE Online Classes | Completely case study driven action learning experience

Industry Immersions via masterclass by established leaders of customer experience from the industry and real-world practical use case with challenges and impact of current and future digital landscape on the customer experiences and the professional’s role in the domain


Online Course Resources and eBooks Library from Wiley by Top Global Authors


Certification from IIMK and Wiley, Executive alumni status and Digital Badge

Career Assistance

#LearnToWin JOB Assistance Program

Registration and Inquiry

Miles Education is the official Channel Partner for this program.

For more info, application & eligibility test, please fill the form below or reach out to:

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