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CUSTOMER EXPERIENCE:
Sell, retain, scale

Executive Education Program

 

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ABOUT THE PROGRAM
⏳3 DAYS
📍IN-PERSON / ONLINE
💲3,500 p/p
Do you want a private online or onsite program? Get in touch with us for a free quote.

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WHY CHOOSE THIS PROGRAM WITH
BRICKELL BUSINESS SCHOOL?

A LEGACY OF ENTREPRENEURSHIP,
A FUTURE OF BUSINESS TRANSFORMATION

At Brickell Business School (BBS), we believe business education should be a transformative experience. More than theory, it’s the art of innovating, leading, and building the future.

We are inspired by the visionary spirit of William and Mary Brickell, pioneers who, with determination and boldness, turned a dream into a thriving city, today known as Miami.

Following their legacy, our institution is built on the same values: innovation, resilience, and vision.

Just like William and Mary Brickell, who took risks, overcame challenges, and transformed their vision into a prosperous metropolis, Brickell Business School inspires and equips today’s business leaders to do the same.

We are a business laboratory: a dynamic environment where entrepreneurs, executives, and business owners tackle real-world challenges, collaborate with like-minded peers, and gain practical knowledge that drives tangible impact and results.

ADDITIONAL BENEFITS

 

Real-World Learning – Participants tackle real business challenges within their own companies, developing solutions that deliver measurable impact.

Executive Peer Collaboration  - Entrepreneurs, senior executives, and business leaders collaborate, challenge each other, and share ideas to solve high-level strategic problems.

Elite Business Network – Here, learning goes hand in hand with connecting. The Brickell community provides access to a powerful network of visionary leaders.

Industry-Driven Innovation – Our programs are led by executives and industry experts who have built and scaled companies, not just academics.

Practical Business Laboratories – Companies can participate in private, industry specific workshops in LATAM, tailoring their learning to real business needs.

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PROGRAM CONTENT

Module 1 – CX as a Growth Strategy

  • The Evolution of Customer Experience
  • The Economic Value of CX
  • The Strategic Pillars of Modern CX
  • Customer Segmentation and Prioritization
  • Introduction to the Buyer Persona
  • Workshop: Building the Persona Playbook®
 

Module 2 – Designing Memorable Experiences

  • The Customer Journey as a Strategic Tool
  • Moments of Truth and Friction Points
  • Journey Visualization
  • Introduction to the ICX Executive Blueprint
  • Workshop: Journey Building and ICX Executive Blueprint

Module 3 – Redesign and Automation of the Experience

  • Current State Diagnosis
  • Designing a New CX-Centered Value Proposition
  • Introduction to Experience Automation
  • Companies That Automated CX the Right Way
  • Workshop: Redesign and Automation


Module 4 – Application Lab and Action Plan

  • From Design to Execution: The Challenge of Implementing CX
  • ICX Executive Blueprint: Integrating All Components
  • Defining KPIs and Quick Wins
  • Designing the 90-Day CX Plan
  • Presentation of the Plan to Peers and Experts

INSTRUCTORS

Esteban

Esteban Cordero

Expert in Customer Experience (CX) and Digital Transformation, with a solid background in the technology industry and over 15 years of experience driving customer-centric commercial strategies and operations for global companies.

eduardo-

Eduardo Garcia

Growth consultant with over 20 years of experience in business, marketing, human and organizational development, operations, and management. With a background in Psychology from UNAM (Mexico) and more than 25 diplomas and certifications

Yashin

Yashin Fonseca

Industrial Design Engineer from the Costa Rica Institute of Technology (TEC) and an expert in UX/UI and Customer Experience (CX). He has worked with companies across Latin America and North America, optimizing digital platforms through strategic design, innovation, and agile methodologies.

If you want to receive more information on this program or have one of our representatives reach out to you, please fill out this form.