Customer Experience Leadership Institute

About the program

The Customer Experience Leadership Institute (CELI) prepares leaders to design and deliver services that are effective, efficient, and economically responsible. The program reflects evolving expectations for service delivery—emphasizing measurable outcomes, responsible use of resources, and experiences that build trust at scale. 

Centered on three interconnected priorities—Experience, Efficiency, and Economics CELI equips participants with practical tools to assess existing services, identify high-impact improvements, and clearly communicate the value of customer experience investments to decision-makers. 

Through applied learning and real-world examples, participants learn how to plan, implement, and measure experience improvements that reduce operational burden, improve service reliability, and demonstrate clear organizational or public value. 

Participants leave with a tested value proposition and a clear, actionable plan for improving customer experience in their organization. By joining, you’ll connect with a growing network of forward-thinking leaders from across government and industry. Our 70+ alumni bring actionable insights from agencies such as DHS, IRS, FEMA, HHS, and HUD. Don’t miss this opportunity to modernize your approach to service delivery and unlock measurable results through better customer experience management.

Testimonials

“When you surround yourself with trailblazers in CX, you will turbocharge your results.  Just being in a cohort learning environment of leaders sparks new ideas and learnings that I can immediately implement.” – CELI Alum

“I just completed one of the most rewarding experiences of my career. To be in the room and share experiences with so many trailblazers in Federal CX felt surreal.” – CELI Alum

“As a CX Leader, this was an invigorating experience. I was able to learn and apply the principles, and engage with a high quality group of like-minded professionals. I recommend this program to everyone in organizational leadership, not just CX.” – CELI Alum

Discount Codes

• UVA Faculty and Staff: This program is eligible for the UVA Faculty and Staff 10% discount. Use code UVAFACULTYSTAFF at checkout. Discount applies to all UVA employees, including full-time, part-time, wage, and temporary staff, with or without benefits.