Customer Experience Leadership Institute

Transform your approach to customer experience management in just three days.
Price
$0
Format
Sessions
Contact
Anna Fairs
northern@virginia.edu

← Customer Experience Leadership Institute

About the program

The Customer Experience Leadership Institute is a focused, three-day program designed for public sector practitioners seeking to drive operational efficiency through better customer experience (CX) practices. Hosted at UVA’s Fairfax Campus, all sessions emphasize practical tools and strategies for improving service delivery.

Through a combination of real-world case studies, collaborative workshops, and expert panels, participants will explore how to streamline processes, reduce friction, and align services with mission outcomes. This program is tailored for government leaders committed to improving performance by integrating CX principles into their agency’s strategic and operational frameworks.

Ideal for professionals shaping agency strategy, this program highlights how to leverage technology, data analytics, and design thinking to create experiences that are not only meaningful but also efficient and scalable for both customers and employees.

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. 

Skills you will learn

  • Create Efficiencies by Leveraging Technology and Data
  • Design Thinking Methodology
  • Oversee Budgets and Optimize Financial Efficiency
  • Customer-Centric Leadership
  • Storytelling and Data: Telling the CX Story
  • Transform the Digital Experience
  • Change Management

Sample Session Overview

  • Session 1: Setting the Stage for Optimizing Government Service Delivery
  • Session 2: Panel of CX Experts
  • Session 3: Leading Service Excellence - Working Across Teams and Silos
  • Session 4: Sustaining Service Excellence - The Art and Science of Change Management
  • Sessions 5: Transformation and Vision for Mission Delivery
  • Sessions 6: Designing a Human Centric Approach
  • Session 7: Value Creation Through Customer Experience Management - Part 1
  • Session 8: Value Creation Through Customer Experience Management - Part 2
  • Session 9: Delivering Service Excellence - Part 1
  • Session 10: Delivering Service Excellence - Part 2
  • Session 11: Integrating Customer Experience Strategies and Practices into the Business of Government
  • Session 12: From Knowing to Doing - Developing an Action Plan for CX

Please note: All information is subject to change at the discretion of UVA Northern Virginia.