Customer Experience (CX) Day – Celebrating the Power of Partnership

About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University, contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs.

President Joseph Hopkins

After some due diligence, I am glad I said “yes” to being a visiting assistant professor of service excellence and am happy to announce one of the fruits of that partnership on this important day:

The Announcement

Campbellsville University is now taking applications for a MASTER OF SCIENCE IN CUSTOMER EXPERIENCE degree!

Based on my journey in the field, I perceived a need for this academic curriculum to align with core competencies defined by the Customer Experience Professionals Association (CXPA), and leaders at Campbellsville University Online and the School of Business, Economics, and Technology embraced the training opportunity with ferocity and academic rigor.

In addition to using this post to share a few details about the program, I’ll also offer tips on successful business partnerships that I’ve garnered from working with Dr. Hopkins and the team at Campbellsville University.

The program in a nutshell:

Campbellsville University’s Master of Science in Customer Experience program focuses on customer experience (CX) culture, insights, design, governance, and innovation to enhance the overall customer experience for various business sectors such as healthcare, transportation, hospitality, retail, finance, and entertainment.

The MS in Customer Experience will cultivate leaders who champion customer-centric strategies across diverse industries. Grounded in the principles of CX management, the program equips students with the knowledge, skills, and tools necessary to create exceptional customer journeys, foster customer relationships, and build brand loyalty.

The reasonably priced online degree program requires completion of 30 credit hours (10 courses) provided in a 12–18-month time frame (depending on full or part-time status).

Through ongoing strategic alliances with professional organizations, CX practitioners, business leaders, and academicians, I’m invested in having this program advance the skills of those seeking to help businesses, organizations, and agencies deliver elevated experiences that drive repeat business and referrals.

Lessons on Partnership:

Entertain Partnership Opportunities: Consider strategic partnerships that align with your goals and values. Look for partnerships that can offer mutual benefits and be open to collaborations with organizations outside your industry. Successful partnerships can open doors to innovation, new markets, and creative solutions to existing problems.

Conduct Due Diligence: Before entering into a partnership, thoroughly vet the potential partner. Understand their track record, culture, leadership, and business model. Due diligence helps ensure the partnership is built on a solid foundation and minimizes the risk of conflicts.

Identify the Complementary Strengths of Your Potential Partner: Seek out partners whose strengths complement your own. Combining unique capabilities from both sides can create synergies that enhance the overall value of the partnership. This alignment ensures that both parties bring something valuable to the table, making the collaboration more effective and impactful.

Identify Problems that You and Your Potential Partner are Passionate About Addressing: Focus on shared challenges or goals that drive both organizations. When you and your partner are aligned on a common mission or problem-solving approach, it builds a sense of unity and purpose. This mutual passion fuels the partnership’s success and drives meaningful results.

Explore Solutions for Addressing Your Identified Areas of Opportunity: Collaborate with your partner to brainstorm and develop actionable solutions for your identified challenges or opportunities. Be open to new ideas, and leverage the expertise and perspective of both parties to create innovative solutions that neither could achieve alone.

Work Tirelessly, Communicate Courageously, and Trust the Process: Effective partnerships require consistent effort, transparent communication, and trust. Be prepared to invest time and energy into nurturing the relationship, addressing challenges as they arise, and celebrating shared successes. Trust that the process will lead to long-term growth and success for both organizations.

Happy Customer Experience Day. I wish you much success in your partnerships and hope you or someone you know will consider the Master of Science in Customer Experience program at Campbellsville University.

To learn more about forging strategic partnerships that serve others, please contact me at josephmichelli.com/contact.

Smoke over black background

Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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