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Built for Those Who

Build Businesses

Where business leaders learn

from business leaders.

Need more information? Contact us.

Built for Those Who

Build Businesses

Where business leaders learn

from business leaders.

Need more information? Contact us.

Built for Those Who

Build Businesses

Where business leaders learn

from business leaders.

Need more information? Contact us.

Customer Experience Executive Program
Sell, retain, scale

A program from Brickell Business School for owners and CEOs who want Customer Experience to bring in revenue, keep clients longer and support growth. Choose the format that fits your company, in Miami or online.

You work on real challenges from your own company and leave with a 90-day Customer Experience plan reviewed by peers and experts.

Request program information
ABOUT THE PROGRAM
⏳FORMATS · Master Class, Workshop, Bootcamp or Immersive
📍MIAMI AND ONLINE
💲INVESTMENT SHARED UPON ACCEPTANCE

Want a private program for your team? Contact 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 Latin America, tailoring their learning to real business needs.

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WHO THIS PROGRAM IS FOR

The program is designed for you if you are an entrepreneur, business owner or senior executive responsible for growth, and you want Customer Experience to become a measurable part of how your company sells and serves. It is also useful for the leaders who work with you, such as

  • Customer Experience directors and managers who map journeys and remove friction at every touchpoint
  • Marketing, sales and service leaders who need processes that drive conversion, repeat purchase and loyalty
  • Digital transformation and operations leaders who connect technology, automation and process redesign
  • General managers and business directors who want to link Customer Experience with profitability and strategy

HOW YOU CAN TAKE THIS PROGRAM

  • Executive Master Class · 1 day · online
  • Executive Workshop · 2 days · online
  • Executive Bootcamp · 5 to 10 days · in person, hybrid or private
  • Executive Education Program · 4 to 6 weeks · in person, hybrid or private
  • Executive Immersive Experience · 5 to 10 days in Miami, with dinners and networking among owners
  • For your company · a custom program for your team (Corporate Solutions)

Formats and dates for each edition are announced when enrollment opens. Ask an advisor which one fits where your company is right now.

WHAT YOU WILL LEARN

  • Treat Customer Experience as a growth strategy and understand its economic value
  • Segment and prioritize customers and build buyer personas with the Persona Playbook
  • Map the customer journey, its moments of truth and its friction points
  • Use the ICX Executive Blueprint to connect strategy, processes, technology and people
  • Redesign your value proposition and decide which parts of the experience to automate
  • Define KPIs and quick wins and build a 90-day plan that you present to peers and experts

Request program information

PROGRAM CONTENT

Module 1. Customer Experience as a Growth Strategy

  • The Evolution of Customer Experience
  • The Economic Value of Customer Experience
  • The Strategic Pillars of Modern Customer Experience
  • Examples Where Customer Experience Became a Real Competitive Advantage
  • Workshop: Guided Analysis of Real Cases

Module 2. Customer Segmentation and Strategic Buyer Personas

  • Segmenting and Prioritizing Customers by Value, Potential and Risk
  • Introduction to the Buyer Persona
  • Documenting Motivations, Needs, Barriers and Decision Triggers with the Persona Playbook®
  • Workshop: Building Buyer Personas with the Persona Playbook®

Module 3. Customer Journey as a Strategic Tool

  • The Customer Journey as a Map of the Relationship
  • Moments of Truth and Friction Points Across the Lifecycle
  • Journey Visualization for Leadership and Operating Teams
  • Workshop: Building the Customer Journey for a Key Segment

Module 4. ICX Executive Blueprint and Experience Architecture

  • The ICX Executive Blueprint as a Framework for Personas, Journey, Processes, Channels and Technology
  • Defining Who Does What, When, With Which Tools and With What Impact
  • Governing Customer Experience From the Executive Level
  • Workshop: Building Your ICX Executive Blueprint

Module 5. Customer Experience Diagnosis and Value Proposition Redesign

  • Diagnosing the Current State of the Experience
  • Gaps Between the Brand Promise and the Customer Reality
  • Designing a Customer-Centered Value Proposition
  • Workshop: Diagnosis and Redesign

Module 6. Experience Automation: Automating the Customer Experience

  • Introduction to Experience Automation and the Customer Journey
  • Proactive Messages, Onboarding Flows, Smart Surveys, Internal Alerts and At-Risk Customer Recovery
  • Companies That Automated Customer Experience the Right Way
  • Workshop: Designing Automations Without Losing the Human Touch

Module 7. KPIs, Quick Wins and the 90-Day Customer Experience Plan

  • Key Customer Experience Metrics and Their Link to Retention, Churn, LTV and Revenue
  • Identifying Quick Wins
  • Designing the 90-Day Plan
  • Workshop: Building a Basic Customer Experience Scorecard and Your 90-Day Plan

Module 8. Application Lab and Executive Presentation of the Plan

  • From Design to Execution: The Challenge of Implementing Customer Experience
  • Risks, Dependencies and Conditions for Success
  • Presenting the Plan to Peers and Experts
  • Workshop: Structured Feedback on Clarity, Feasibility and Expected Impact

INSTRUCTORS

Esteban

Esteban Cordero

Expert in Customer Experience 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. He has worked with companies across Latin America and North America, optimizing digital platforms through strategic design, innovation, and agile methodologies.

FREQUENTLY ASKED QUESTIONS

How long is the program?

It depends on the format you choose, from a 1-day Executive Master Class to a 5 to 10 day Executive Immersive Experience in Miami. See "How you can take this program" above.

Is the program in person or online?

Both. The Master Class and the Workshop are online. The Bootcamp and the Education Program are in person, hybrid or private. The Immersive Experience takes place in person in Miami.

What is the investment?

The investment is shared upon acceptance into the program.

Can the program be delivered privately for my company?

Yes. Brickell Business School offers private versions of the program for your team. Contact us for a free quote.

What will I take back to my company?

You work on real challenges from your own business and finish with a 90-day Customer Experience plan, with KPIs and quick wins, that you present to peers and experts.

Who teaches the program?

Sessions are led by Esteban Cordero, Eduardo Garcia and Yashin Fonseca, practitioners with experience in Customer Experience, growth strategy and digital design.

When is the next edition and how do I enroll?

The next edition is to be announced. Fill out the form on this page and an advisor will contact you with the enrollment details.

Request program information

Request program information

Want the full program details or a conversation with an advisor? Leave your information and our team will contact you.