Business Case Studies & Business Publications

Customer Experience Management

Bhagwat, Yashoda

Darden Course Pack

Customer Experience Management

Bhagwat, Yashoda

CP-2481 | Published June 5, 2025 Darden Course Pack

Collection: Darden School of Business

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Customer experience is a key driver of competitive advantage in today's service and digital economy. This course explores how organizations design, deliver, and manage customer experiences to drive satisfaction, loyalty, and business performance. Through a mix of frameworks, cases, and interactive exercises, students will develop a practical understanding of customer journeys, experience design, measurement, and strategy. We’ll analyze real-world examples and examine how firms create memorable, consistent, and differentiated experiences across channels.

Map and analyze customer journeys to identify pain points and opportunities. Design customer experiences using tools like personas, touchpoints, and service blueprints. Evaluate and manage CX across digital and physical channels.