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Laboratory for Customer Experience Management

The laboratory aims at fostering a community of professionals and micro-influencers with in-depth skills in customer experience management, thus helping to cultivate demand on the part of Russian firms for digital transformation services. Furthermore, this lab directly engages HSE University students in projects involving digital transformation in various types of companies and firms.

Laboratory activities:

  • conducting research to determine companies’ CX maturity levels and engaging in consulting projects to enhance this indicator;
  • analyzing best global practices from the experience economy and CX methodology in Russian corporate management;
  • offering academic programmes for the corporate sector for CX promotion and developing a new segments for CX management in Russia and the CIS;
  • preparing case studies for degree programmes based on the results of previous projects;
  • creating demand
    for professional competencies in Russian and CIS markets for customer experience management;
    for co-innovative projects with clients and partners to create new products and solutions aimed at improving customer and staff experience;
  • building partnerships and collaborations with various players involved in SAP formation and the University’s ecosystem for the purpose of developing a market for customer experience management in Russia and CIS countries.