Rethinking Customer Experience
An executive program within the JSF Travel & Tourism School portfolio, designed for travel and tourism professionals who shape how travelers engage with brands, services, and destinations.
The program explores customer experience as a strategic discipline, examining how organizations design, measure, and refine every step of the traveler journey.
Program focus
Rethinking Customer Experience invites participants to step back from operational routines and consider experience design as a driver of long-term competitive advantage in travel and tourism.
Sessions are structured around the realities of agencies, corporate travel managers, accommodation providers, transport operators, bedbanks, and emerging tourism startups, with a shared emphasis on the customer perspective.
What the program covers
- Frameworks for mapping and redesigning the end-to-end traveler journey.
- Strategies for enhancing traveler satisfaction across digital and in-person touchpoints.
- Approaches to measuring experience quality and translating insight into action.
- Leadership perspectives on building customer-centric teams and cultures.
Program history
The Rethinking Customer Experience program was previously offered in Madrid, from June 20 to 22, 2018.