About this course

In this course, you’ll learn how technology has enabled firms to fundamentally change how they connect with their customers. Professors Christian Terwiesch and Nicolaj Siggelkow of the Wharton School have designed this course to help you explore the impact of connected strategies and business opportunities associated with those strategies. Through study and analysis of both the innovation framework and value proposition, you’ll learn how Connected Customer Experience and the Connected Delivery Models can be utilised in a myriad of industry and business models. You’ll also explore different types of connected customers/producers and examples of connected strategy and evaluate existing technologies that can inform the design of connected relationships. By the end of this course, you’ll be able to identify different types of connected strategies and opportunities in a variety of business models so you can employ best practices and achieve success within your organisation.


What you’ll learn

  • Identify and define connected strategies, their potential and value proposition
  • Analyse customer experiences to understand the customer journey
  • Leverage positive feedback loops with customers to create effective customisation strategies
  • Identify connected relationships in your firm to improve your connected strategy
  • Create connection architecture and implement connected customer relationship strategies



  • Disruption in Sleep Medicine
  • Three Horizons of Innovation
  • Introduction to the Connected Strategy Framework
  • The Magic of Connectivity: Disney
  • Connected Strategy Framework: 2 Case Studies
  • Connected Relationships and Connected Delivery Model
  • The Fundamental Promise of Connected Strategies
  • Value and Value Proposition
  • The Efficiency Frontier

  • Five Different Customer Experiences
  • Connected Customer Experience Example
  • The Customer Journey
  • Repeat to Push Out the Frontier
  • Repeat and Competitive Advantage
  • Four Levels of Customisation
  • The Connected Producer
  • The Connected Retailer, The Connected Market Maker, and the Crowd Orchestrator
  • Peer to Peer Network Creators
  • The Connected Strategy Matrix
  • The Connected Toothbrush
  • The Revenue Model: 5 Principles
  • Deconstructing Your Connected Strategy
  • Classification Trees and Selection Tables
  • Bottom-Up Innovation
  • Why Talk About Disruption
  • The Case of Imaging
  • The Innovators Dilemma
  • Connectivity and Disruption
  • Connected Strategy Conclusion
The course starts on 14 May 2020. To enrol, register through this link.