Frequently Asked Questions (FAQs)

What’s your vision for this course?

You will take lots of tools, models, case insights, and managerial wisdom from this course, and that's important. But being a world-class customer experience designer isn’t just about these things. It's about being able to empathize with others. If, at the end of this course, each of you will think just a little differently about the reality we live in, the stakeholders we serve, and how we can make a difference in this world, then I consider our mission accomplished.


Why are we writing insight columns?

Our course is the first MBA elective course in the world that focuses explicitly on customer experience design. It is also the only MBA course that has ever been endorsed by the global authority for quality in marketing practice and scholarship, the American Marketing Association (AMA). Given the high quality of you, the students, the AMA's leadership invites us every year to share our most innovative insights with executives all over the world. This is extremely beneficial to you because a publication with the AMA is a prestigious signal. It makes for a great line on your resume and indicates that you are an AMA-approved expert on the topic.


What’s your take on guest speakers?

Our course will have the occasional guest speakers. That being said, I’m not a fan of having more than five guest speakers per course because promo talks and war stories about this or that company are not a replacement for hands-on learning and in-depth discovery.


I’m a quiet student, can I still take your course?

Absolutely, and there are many opportunities for participating including social media contributions and mini-presentations. Please approach me early on if you think you might benefit from one of these initiatives.


I have an extenuating circumstance this semester(e.g., a learning disability, a family situation, illness, etc. ). What should I do?

Please approach me early on, bring supporting documents if you have any, and let me know about your situation. If there is anything that you are not comfortable sharing with me, no problem. Please approach a counsellor at Student Services and discuss your situation with him or her. We are here to help. I will make sure to accommodate you and to ensure that you are having a great time in the classroom. 

What’s your take on attendance?

Attendance in this course is absolutely voluntary and I don’t enforce participation. If you can’t make to class, especially when you have a family or weather related emergency, don’t worry. Just compare notes and materials with your peers and make sure not to make it a habit.


I will have a religious holiday during class. What do I need to do?

Religion and spirituality are important for our happiness. So please don’t worry about not attending class or sending an apology to me if you are celebrating a religious holiday. You are absolutely excused. Please make sure to compare notes and materials and enjoy your celebrations.


What happens if I share course material, passwords, teaching notes, or slides with a third party (a friend, colleague, etc.) or if I plagiarize in an assignment?

Doing so presents a violation of our course’s copyright policy and York’s and Schulich’s academic integrity policy will result in your immediate debarment from the course as well as a potential case in Schulich’s student affairs committee. I strongly encourage you to familiarize yourself with academic integrity policies. You can find these in your student handbook and on the York website.


Can we work with you for our 601/602?

My policy is to work only with teams whose topic/site is closely related to the customer experience design/marketing expertise I have. Please have a look at my blog and compare your site to the stories that are published there. Unfortunately, I also have long waiting times (booked out for fall and winter 2017/2018). That being said, please do approach me if you see fit.