Online
Synchronous and asynchronous class meetings
North America’s First Master’s Degree in Customer Experience Management (MS-CXM)
Applications for the M.S. in Customer Experience Management program have been put on pause pending a faculty review and revision of the program. Following the faculty review and revision period, the program aims to welcome it’s next cohort in a future fall semester. This program is offered entirely online at a part-time pace specifically designed for working professionals.
20 Months
15 five-week courses
Part-Time
Complete just one course at a time
Addressing Industry and Professional Needs
Five core competencies of effective customer experience management:
-
The Customer-Centric Organization
-
Understanding the Customer and Employee
-
Experience Design and Innovation
-
Employee Experience and Engagement
-
Data Analytics and Continuous Improvement
The Masters of Science in Customer Experience Management degree program was designed to address the growing demand for customer experience leaders following the the global growth of Experience Design as a strategic imperative.
The MS-CXM curriculum takes a comprehensive approach in preparing leaders to address any challenge thrown their way no matter the industry or sector. Whether you are specialized in customer relations, customer success, or patient experience, this is a life-changing opportunity for working professionals to conveniently advance their careers.
Delivered 100% online, the MS-CXM program supports the needs of working professionals. Course content is designed to empower students to address habitual challenges across customer experience sectors. Intended to be taken part-time, students complete 15 five week courses consecutively over the 20 month program. In other words, students never take more than one course at a time.
A Unique Instructional Model: Team-Based Online Learning
Weekly Live Sessions
-
-
Meet online via Zoom for two hours each week — Thursdays, 7–9 p.m. (EST).
-
Sessions are synchronous to focus on collaboration, application, and discussion.
-
Team-Based Learning Model
-
-
Uses real-world case studies to mimic problem solving in an organizational environment.
-
Students are assigned to new teams for each course, allowing them to connect with many peers and various perspectives.
-
Independent Preparation
-
-
Students complete weekly readings, videos, and exercises before attending the live class.
-
This ensures class time is used for interactive learning rather than lecture.
-
Strategic Faculty Planning
-
-
Each instructor partners with an instructional designer for 3–4 months while developing their course.
-
Together, they focus on crafting engaging content and preserving the integrity of the team-based learning approach.
-
Who enrolls in the MS-CXM program?
Students applying for admission to the MS-CXM program do so to gain more knowledge, for personal growth, to be competitive in the job market, and increase their earnings. They can be broadly clustered into three categories:
-
The Transformer
Often working in an ancillary field that has exposed them to the customer experience, The Transformer is newly entering this field or seeking a transition into CX to obtain their desired opportunity. Typical job titles for Transformers admitted to the MS-CXM program include: Office Manager, Assistant Store Manager, Project Consultant, Software Developer
-
The Accelerator
Often working in a specialized or supervisory role within the Customer Experience/Customer Success/Patient Experience field, The Accelerator is looking to elevate themselves out of their present role by understanding and mastering the different functions and responsibilities of customer experience management to accelerate their career opportunities. Typical job titles for The Accelator admitted to the MS-CXM program include: CX Journey Manager, Senior UX Product Designer, Senior User Experience Specialist, Customer Success Manager, Lead Analyst, and Patient Experience Manager
-
The Refiner
Often working in a senior leadership role within the Customer Experience/Customer Success/Patient experience field, The Refiner appreciates life-long learning enjoys networking, new material, and educational interaction to stay relevant, connected, and informed. Typical job titles for The Refiner admitted to the MS-CXM program include: VP Consumer Experience and Marketing, VP of Strategic Realization, VP of Customer Experience, Senior VP of Product Marketing and Customer Success
-
Current Student Employers
General Motors, AT&T, Blue Cross Blue Shield (multiple states), Ernst and Young, Medallia, Consumers Energy, Ally Financial, Advocate Health, Microsoft, Delta Air Lines, Haribo, Macy’s, Vermeer, Health Alliance Plan, Shinola, Docusign, Michigan State University, The Doctor’s Company, ChristianaCare, Dominion Energy, Wolverine Worldwide, Ryan Homes, and the General Services Administration, Lululemon, USAA, Microsoft, Petsmart, and Indeed.com
Highly Skilled Faculty
To keep students updated on modern day industry practices, the overwhelming majority (87%) of MS-CXM program faculty are actively involved in customer experience management projects, with many working in senior leadership roles.
Select faculty include:
- Lou Carbone, considered one of the founders of the field of customer experience management
- Diane Magers, former CEO of CXPA
- Vivian Phillips Husband, VP of Customer Experience – Blue Shield of California
- Wayne Simmons, Global Customer Experience Lead – Pfizer
- Raj Sivasubramanian, VP of Journey Management & CX Consulting – QuestionPro
Virtual Information Sessions
Dive Deeper
Please email mscxm@broad.msu.edu with any questions regarding advising in the Master of Science in Customer Experience Management program at Michigan State University.
Admission to the Master of Science in Customer Experience Management program is competitive and based on the applicant’s overall record. Meeting the minimum standards does not guarantee admission.
Read more about the admission criteria, process, deadlines and how to apply.
Learn MoreThe Master of Science in Customer Experience Management program is designed to develop the knowledge and skills necessary for graduates to thrive in the field of customer experience management.
The curriculum takes a comprehensive approach in addressing all the skills necessary to effectively lead and manage the customer experience management function in any organization, regardless of industry.
Learn MoreThe Master of Science in Customer Experience Management program tuition rates include the cost of books and software needed for the program.
Learn MoreThe benefits of enrollment in the MS-CXM program don’t end with its courses. As a student in the MS-CXM program you’re entitled to free registration for CXM 360, CXM@MSU’s annual conference, participation in an annual MS-CXM Family Reunion, and involvement in the CXM@MSU Mentorship Program.
While students cite numerous reasons for pursuing a degree in customer experience management, the rewards for doing so are numerous. In a study of CX decision makers (July 2020 Decision Maker Study, n = 158) 70% indicated their likelihood to hire graduates of the MS-CXM program, 79% that they’re likely to pay a program graduate a higher salary and 80% that they’re likely to give a raise to a current employee who completes the MS-CXM program.
Let’s get started.
For additional details on the Master’s in Customer Experience Management program at MSU, complete our brief request form. We look forward to connecting.
Contact Information
- M.S. in Customer Experience Management
- mscxm@broad.msu.edu