Customer Experience Leadership Institute
About the program
The Customer Experience Leadership Institute is a three day program for practitioners who want to better understand the principles and practices of CX and how to apply them within the public sector. All instruction will take place in the UVA Fairfax Campus.
With a mix of case studies, group work, and panels, this program is designed specifically for government leaders who are committed to elevating their program or agency’s approach to delivering program and mission results through transformed services. This program is ideal for those responsible for shaping their agency’s strategy by leveraging technology, data analytics, and design thinking to create memorable and meaningful experiences for your customers and employees.
By participating in this program, you will join a network of like-minded government and industry leaders who share your commitment to delivering exceptional service. Our 70+ alumni bring diverse perspectives, drawing from their experiences at the Department of Homeland Security, Internal Revenue Service, Federal Emergency Management Agency, Department of Health and Human Services, Department of Housing and Urban Development, and many others. Don’t miss this opportunity to transform your approach to 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 reccomend this program to everyone in organizational leadership, not just CX.” – CELI Alum
Skills you will learn
- Leverage Technology and Data
- Design Thinking Methodology
- Oversee Budgets
- Manage Priorities
- 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 Modernizing 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.