Transforming Customer Experiences

Nov 25 - 28, 2024
Application Deadline:
Nov 15, 2024
Rausing Executive Development Centre, LUMS

Contact Us

Need a personal consultation?
+92 42 3560 8243 +92 42 3560 8119

The ever-evolving business landscape, intense competition, and consumer preferences have reshaped how organisations function. In this dynamic setting, customers have gained significant power, emphasising businesses' need to meet their explicit and implicit needs. Organisations must embrace agility and cultivate a robust culture and mechanisms centred around their customers to thrive.

This programme emphasises developing a culture with customer-centric innovation to provide exceptional value and stand out in the customer-driven competitive landscape. The programme offers the opportunity to reassess your strategic choices and business model in alignment with the demands and expectations of your customers.



The programme equips the participants with tools and techniques to identify and bridge gaps in meeting customer needs and design value propositions and service strategies to maximise customer value. The programme will help participants to:

  • Develop and reinforce a customer-focused culture in a disruptive environment
  • Realise the power of customers amidst globalisation
  • Align your product and service delivery with the needs of customers
  • Learn effective techniques for bringing the voice of the customer into your product development process
  • Enhance customer lifetime value by developing a compelling value proposition
  • Employ analytics to create value through human-centred service design
  • Leverage customer journeys attuned to evolving customer requirements
  • Build competitive differentiation through understanding the customer journey and experience
  • Create innovative value to differentiate your products and services
  • Inspire and engage your employees, empowering them with customer insights
  • Invest in technology to improve customer interactions
  • Leverage artificial intelligence for enhanced customer experience


It is an intensive 4-day programme developed on the methodology of business case studies, immersive exercises, simulations, projects and group discussions, designed to engage and lead you and your organisation towards a transformative journey.



Middle to senior level executives who want to transform their organisation into a highly customer-centric market-leader. Executives responsible for customer experience, engagement, or new business development.



Programme Directors
Professor Emeritus
PhD, University of Texas at Arlington
Research Interests:
Productivity; Quality Management; Supply Chain Management; Six Sigma; Project Management; Strategy; Developing a Customer Centric Culture

Suleman Shahid
Associate Professor, Computer Science

PhD, Tilburg University
Research Interests:
Computer Human Interaction; User Experience Design and Strategy; Design-Driven Innovation; Digital Experience for Next Billion Users (ICT4D) and Assistive Digital Technologies for Children and Elderly

Offering December 2023 November 2024
Programme Fee PKR 160,000 PKR 200,000
Residential Fee PKR 55,000 PKR 75,000

* Programme fee includes tuition cost, reading material, tea and lunch served during the programme. 

Applications will be screened with regard to their suitability for each programme. Kindly ensure that your complete online application form reaches the office by the deadline. Incomplete application forms will not be entertained.

*Seat in the programme will be reserved on a first-come, first-served basis. 

Payment is due upon receipt of the acceptance email/letter along with the invoice. Please ensure that the payment reaches the office BEFORE the start of the programme. Space in the programme may only be ensured after we receive the fee.

Payment can be made directly through:

  • Debit/credit card by visiting You can process the payment by selecting REDC payments from the Payment Type Section and entering a valid voucher number and access code mentioned on the voucher. Additional bank charges may apply. 
  • Cash, Crossed Cheque or Pay Order/Bank Draft made in favor of "Lahore University of Management Sciences" at any United Bank- Limited (UBL) branch against the programme voucher.
  • 1BILL payment option available on online/mobile/internet banking payment portals where Invoice/Voucher payment option can be found.
    • Please enter the assigned six-digits 1BILL LUMS identifier (prefix) followed by 13-digit voucher #  to fetch bill details i.e., 1058674001802223140

Our preferred mode of payment is by debit/credit card and crossed cheque/banker’s draft payable to "Lahore University of Management Sciences". However, the programme fee can also be paid via bank transfer.

If you wish to dispatch the cheque directly to our office, please send it to:

Marketing Manager
Rausing Executive Development Centre
Lahore University of Management Sciences
Sector "U", DHA, Lahore Cantt. Lahore - 54792
Tel: +92-42-35608119-8243

* LUMS is a not-for-profit organisation under the Income Tax Ordinance 2001. Accordingly, the income of LUMS is not tax-deductible/collectable.

If more than two executives from the same organisation participate (up to a group size of 5 participants) in a programme, each additional participant after the first two gets a 20% discount on the programme fee.

If you are unable to attend a registered course, we will accept a substitute until 2 working days before the programme. Substitute candidates will be subject to the same selection process as the original one. If you wish to cancel your name from a programme, please notify in writing or on call at least 5 working days before the programme. In case of late cancellation, the programme fee will be refunded after deducting an application processing fee of PKR 20,000.

It is possible to transfer the deposited fee to any open enrolment programme within 3 years. Transfers should be notified at least 5 working days before the programme. In case the participant or sponsoring organisation fails to utilise the funds within 3 years, the deposited fee will be forfeited.

Note: REDC may cancel or postpone a programme due to insufficient enrolment or unforeseen circumstances. In this case, the university will refund the registration fee but will not be responsible for any other related charges/expenses including cancellation/change charges by airline and travel agencies.

In case of postponement, the fee may be transferred to the rescheduled offering of that programme or any other programme as an alternative to refund. The University reserves the right to make changes in its programme policies and fees at any time.