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North America’s first master’s degree in Customer Experience Management (CXM)

The MS-CXM Program Through the Eyes of a Student

The MSU MS-CXM program interviewed current students about their experiences, the application process, goals, choosing the program, the team-based learning model, advice for future students, and incredible achievement of graduating. Please watch below to watch their valuable responses!

The MSU MS-CXM Program Overview

What Students Say: Information for Applicants

What Students Say: Student Goals

What Students Say: Choosing The Program

What Students Say: Team-Based Learning

What Students Say: Best Reasons to be a Student

What Students Say: Achieving Graduation

MS-CXM: Addressing Industry and Professional Needs

The first of it’s kind in North America, the Masters of Science in Customer Experience Management (MS-CXM) degree program was designed to address the growing demand for customer experience management leaders and the global growth of customer experience as a strategic imperative. Centered around 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, and Data Analytics and Continuous Improvement) the MS-CXM curriculum takes a comprehensive approach in preparing leaders to address any challenge thrown their way, whether they work in the fields of customer experience, customer success or patient experience.

Designed for Working Professionals 

The MS-CXM program offers a life-changing opportunity for working professionals to conveniently advance their careers in customer-centric fields. Delivered 100% online, the MS-CXM program was designed with the needs of working professionals in mind, with course content created to empower students with the methods and know how to address typical daily challenges in the customer experience world. 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, allowing them to focus their time and attention on each course as they complete their degree. 

"Learning today and applying tomorrow" should be the marketing tagline for the CX program!" - Mike Gerrish, VP - Customer Experience, Blue Cross Blue Shield of Kansas (MS-CXM Student)

Unique Instructional Model - Team-Based Learning

Meeting online for two hours each week on a day and time agreed upon by each student cohort, synchronous class sessions are used for collaboration, application, and discussion, with students learning by solving real-world problems and case studies with their peers. The team-based learning model supports students in learning through idea sharing, open discussion, and collaborative approaches that mirror an organization or company’s real-world environment. Students complete their learning material for the week prior to attending a Zoom virtual class each week (typically in the evening) to connect with their classmates to discuss and apply the weekly learnings. Students rotate into different teams for each course, giving them the opportunity to learn not only from their instructors, but from fellow students as well. Each instructor in the program works 3-4 months with an instructional designer in developing their course, with an emphasis not only creating course content (readings, videos, exercises), but also learning about and preserving the team-based learning model.

“There is so much to learn from the instructors and from my peers. Team-based learning is so appropriate for this program!” – Sue Hamre-Smith, Director - OCC Customer Experience, Delta Air Lines (MS-CXM Student)

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, 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.

Program Faculty

Designed to keep students current on the latest customer experience management industry practices, the overwhelming majority (87%) of MS-CXM program faculty come from and are actively involved in the customer experience management industry, 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; and James Killian, Senior Principal of Employee Experience – Qualtrics.

Online
Synchronous and asynchronous class meetings

20 Months
15 five-week courses

Part-Time
Complete just one course at a time

CXM@MSU Ecosystem

The 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.

What Can Students Expect Upon Graduation?

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.

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.

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The 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.

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The Master of Science in Customer Experience Management program tuition rates include the cost of books and software needed for the program.

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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
  • Department of Marketing
  • Tom DeWitt
  • MS-CXM Academic Program Director
  • North Business Building
  • 632 Bogue St. Room N370
  • East Lansing, MI 48824