Teilnehmende bei einer Weiterbildung

Intensive Seminar Customer Experience Masterclass

Insights & best practices CX strategy and implementation

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 knowledge in dealing with customer processes and allow you to apply the findings to your company practice. Innovative approaches and best practices offer the chance to determine new strategies and sustainably differentiate your products.

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.

The seminar is taught entirely online in synchronous and asynchronous sessions. Upon successful participation, you will receive a certificate of participation from the University of St.Gallen.



Graduation: Seminar Certificate
Program Language: English
Start date: 24 October 2023
Duration: 4 weeks online (live classes, video recordings, case studies, CX Navigator and articles)
Location: Online
Investment: CHF 3500
Porträt Laura-Eve Grellmann

Personal consultation

Laura-Eve Grellmann

Course Goals

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.


  • Become a CX leader in your company and industry.
  • Exchange with leading CX professionals from other companies and expand your professional network.
  • Get to know the St.Gallen CX Navigator method to identify potential in the status quo, recognize relevant trends, and derive successful approaches for the experience of your customers.
  • Learn to apply tools and methods to analyze the customer journeys, design relevant touchpoints, and manage the overall customer experience.
  • Get a free copy of the newly published book on the St. Gallen Customer Experience Navigator, which serves as a basis for CX management in your company during and after the course.

Senior marketing executives and project managers in any industry who want to use an integrated and cross-functional perspective to align business processes with customer expectations and, in the process, achieve a superior customer experience.

In addition to weekly live lectures of two hours each, you determine your learning pace. Our media library is available to you at any time. The live lectures take place via Zoom.

Learning Journey CX Masterclass

Admission is at the discretion of the head of studies. We will pay attention to your professional and educational background. An academic university or technical college degree is not required.

Since our intensive courses often fill up early, we recommend that you contact the seminar management as soon as possible. A reservation is an ideal way to secure a place without obligation and make organizational arrangements in the meantime.

The total participation fee amounts to CHF 3500 for the entire seminar duration, including one year of access to our learning platform for the course, with an increasing number of additional learning resources.

Executive Education at the IMC

Decisive for our success in executive education at the Institute for Marketing and Customer Insight (IMC) at the University of St.Gallen (HSG) are the holistic view of problems, orientation towards the reality of the markets, relevance of the content, competent lecturers, intensive interaction with the participants and new approaches for an efficient transfer of learning into practice.

The courses are modular and offer different seminars that can be booked individually. The individual seminars attended can also be credited towards a certificate (CAS) or diploma (DAS) at a later date. You will receive an officially recognised certificate from the University of St.Gallen for all further education courses attended. Our lecturers are from the University of St.Gallen and other renowned international business schools as well as personalities with proven practical experience. The HSG is known worldwide for its pioneering research and unique practical orientation.

Overview Executive Education