Excellence in Customer Experience

Luxury Cluster

Program Overview

The Excellence in Customer Experience Program focuses on strengthening key capabilities of companies in the luxury and premium sector for creating and delivering luxury concepts and premium products and services. The program develops excellence in customer experience as a competitive advantage throughout the premium value chain.


The program combines luxury sector expertise with direct impact on growth, participating businesses are also equipped with tools to support them to succeed in international markets. The program intends to create a new Finnish growth cluster in the Nordic luxury market.

Program Content & Structure

The program is structured over 9 days with 4 modules in total. The module locations are in Monaco, Helsinki and Stockholm.


The themes within the modules focus on pricing strategy and business models, luxury management, marketing and branding as well as distribution and digitalization. The program contains interventions designed to stimulate reflection and actions.


The Excellence in Customer Experience Program is executed as a consortium of 7-10 different non-competing companies to create a valuable learning experience.


During the program the participating companies also work on company specific development projects.

Program feedback

“The program helped us create a framework and an action plan for developing our business. “

“Good conversations with the whole group of companies taking part. Great to benchmark with other companies. “

“The program was good with a lot of new things to consider. The Hanken & SSE team designed a very interesting program. My expectations were exceeded.”

“The program inspired us to some really good ideas for our business that we now want to action immediately. ”

Program Director

Peter Zashev

Program Director Peter Zashev

Peter Zashev (Ph.D. Econ, Adjunct Professor) is Program Director at Hanken & SSE Executive Education. Peter is an experienced lecturer and facilitator and has acted as Program Director for the Luxury Cluster 2014 pilot program.


He has 15 years of experience from teaching international executives, pre- and post-graduates as well as MBA students. Peter is fluent in both English and Russian, and a Bulgarian native.

Quick Facts

Locations: Monaco, Helsinki & Stockholm

Language: English

Program Type: Multi-Company


Contact our team to find out more.

Contact Us

Need help with selecting the best learning experience?


Contact us to learn more about the Excellence in Customer Experience Program.

Kaj Åkerberg

Kaj Åkerberg

+358 400 419 987

Johanna Korpia

Johanna Korpia

+358 400 240 946

Who the program is for

The program is suited for business executives, business developers, HR partners, designers, sales and marketing experts with several years of relevant experience representing companies from different areas in the luxury and premium sector or with a strategic aim to be in that market.

Benefits and value to you and your organization

  • Improved capabilities required for successful business development
  • Competitive advantage in customer experience excellence



Marika Taishoff

Professor Marika Taishoff

Dr. Marika Taishoff is Practice Leader in Luxury Services Management at the International University of Monaco (IUM). She has many years of experience teaching, researching and writing about luxury and premium services. Her particular area of interest is in identifying best practice principles to achieve a service oriented culture throughout an organization, in particular within the premium and luxury service sectors. She has consulted widely and designed and delivered executive education courses in this domain for several years. Prior to joining IUM, Marika worked at business schools as IMD in Switzerland; Bocconi University Business School in Milan; and at the Imperial College Management School, University of London, as well as having been a consultant to many companies in Europe and Turkey. She has an educational background from Barnard College, Columbia University and the Universite de Geneve.

Benjamin Berghaus

Professor Benjamin Berghaus

Professor Benjamin Berghaus (M.A), Researcher at Institute for Marketing at University of St. Gallen and is the founder of St Gallen’s Research Program for Luxury Brands and started the Centre for Luxury Management. Following a successful career at Porsche Design and as a consultant for luxury markets, Benjamin is currently pursuing his PhD with a focus on brand development, expansion strategies and consumer insight with regard to luxury consumption. In 2014 he published the book ‘Management of Luxury: A Practitioner’s Handbook’. His research and insight focuses on luxury management, product change and brand identity.

Mats Urde

Professor Mats Urde

Professor Mats Urde (Ph.D.) is a researcher and consultant in brand strategy. He has served in the Royal Swedish Navy and earned his BA, MBA and Ph.D degrees from Lund. With his dissertation, he was one of the pioneers of brand orientation – a new way to work and understand the brands of a corporation. Mats is associate professor at the Department of Business Administration at Lund University and has earned an international reputation for his research about brand strategy. Professor Urde has published extensively, served as reviewer and as guest editor on the management of brands. As a brand strategist and speaker, with a long track record of practical experience, he helps corporations and organizations to become more brand-oriented.

The faculty team is an example from previous programs, faculty is subject to change and availability.

Participating Companies Include

Atelier Tillander