Programme overview

Whether you are looking for a better understanding of your customers’ experience or trying to design a customer-centric market entry strategy: The 4-week Customer Experience (CX) masterclass will familiarize you with the analytical tools you need. We convey the state of the art in dealing with customer processes and allow you to apply the find-ings to your company practice. Innovative approaches and best practices offer the chance to determine new strategies and sustainably differentiate your products.

Your Benefit

You will use the “St.Gallen CX Navigator” method developed by Prof. Dr. Marcus Schögel to identify potential in the status quo, recognize relevant trends, and derive successful approaches to the customer experience of your customers. You will receive concrete impulses for the customer-centric further development of your company, which you can deepen with the experienced speakers and other participants.

Target group

You are an executive or project manager looking to use an integrated and cross-functional perspective to align business processes with customer expectations and, in the process, achieve a superior customer experience.

Program structure

In addition to the weekly live lectures (8 in total) of two hours each, you determine your learning pace. Our media library is available to you at any time, and one-on-one coaching sessions are booked according to your schedule. The live lectures take place via Zoom.



Course Structure


The course is led by customer experience expert Prof. Dr. Marcus Schögel, director of the Masters in Marketing Management Programme at the University of St.Gallen and head of the research focus “Customer Centricity”. The additional materials in our media library are produced by renowned CX-professionals and researchers from the University of St.Gallen and worldwide.

Application criteria

Professional experience in marketing, sales or distribution.

Why University of St.Gallen

The HSG – your partner for first-class executive education in Switzerland

At the University of St. Gallen (HSG), you can choose from one of the largest executive education portfolios in the German speaking region – the right programme for your needs and career objectives. The renowned quality and practical relevance of the learning experience convinces more than 6000 participants per year. Profit from an Executive Degree from St.Gallen – the best business school in the German-speaking world – and get ahead in your career!

  • For high-quality teaching and executive training by top researchers

  • For competent executives

  • For Lifelong Learning

  • For international collaborations

This is what distinguishes the HSG
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