The Master of Science in Customer Experience Management is a 30-credit program covering a broad spectrum of skills that help graduates develop the acumen necessary to lead the customer experience management function within any organization.
Developed to be taken in logical sequence, the curriculum consists of 15 specialized five-week courses, with student cohorts beginning in August (fall semester) and January (spring semester). Cohorts finish in five semesters, or approximately 20 months.
Degree Requirements
Semester 1
- MKT 878: The Customer-centric Organization
2 credits
The Customer-centric Organization is designed to provide students with an understanding of the characteristics and benefits of being a customer-centric organization and the role this plays in developing a foundation for effective customer experience management.View full course description at the Office of the Registrar.
- MKT 879: Organizational Development and Change
2 credits
Organizational Development and Change is designed to provide students with an understanding of the fundamental principles of effective organizational design on creating a customer-centric organization, as well as the utilization of tools to institute effective organizational change toward the same goal.View full course description at the Office of the Registrar.
- MKT 880: Consumer Decision Making and Behavior
2 credits
Consumer Decision Making and Behavior is designed to provide students with a fundamental understanding of the theoretical principles and frameworks used to understand how consumer decisions are made and experiences and relationships are evaluated and to apply them to real-world situations.View full course description at the Office of the Registrar.
Semester 2
- MKT 881: Qualitative Research
2 credits
Qualitative Research is designed to provide students with the practical techniques for designing and executing qualitative research and the data analysis necessary to accomplish research objectives formulated to address customer and employee experience objectives and strategies.View full course description at the Office of the Registrar.
- MKT 883: Qualitative Data Synthesis and Analysis
2 credits
Qualitative Data Synthesis and Analysis provides the tools and techniques to synthesize and analyze qualitative data relative to the customer and employee and their journeys, including jobs to be done, empathy mapping, customer personas and journey mapping.View full course description at the Office of the Registrar.
- MKT 885: Experience Analytics
2 credits
Experience Analytics provides students the tools and techniques to identify and rectify underlying processes, behaviors and technologies that inhibit an organization’s ability to effectively deliver a positive experience, including root cause analysis and service blueprinting.View full course description at the Office of the Registrar.
Semester 3
- MKT 886: Human-Centered Design and Innovation
2 credits
Human-Centered Design and Innovation is designed to provide students with the skills necessary to cultivate a culture of innovation and creativity within a customer-centric organization.View full course description at the Office of the Registrar.
- MKT 887: Customer Experience Strategy
2 credits
Customer Experience Strategy is designed to provide students with the skills necessary to align customer experience management strategies with business objectives and key performance indicators.View full course description at the Office of the Registrar.
- MKT 888: Customer Experience Design
2 credits
In Customer Experience Design, students utilize personas, journey maps, storyboards and service design tools to create impactful customer and employee experiences in the physical and digital realms.View full course description at the Office of the Registrar.
Semester 4
- MKT 889: Digital Customer Experience Design
2 credits
Digital Customer Experience Design is designed to provide students with an understanding of the purpose, benefits, intricacies and importance of the digital customer experience to business operations, as well as an overview of methods, methodologies, deliverables and artifacts, and to lay a sound foundation for experience design strategic acumen.View full course description at the Office of the Registrar.
- MKT 892: Employee Experience
2 credits
Employee Experience addresses the recruitment, selection, onboarding, development and retention of employees in customer-centric organizations.View full course description at the Office of the Registrar.
- MKT 893: Employee Engagement
2 credits
Employee Engagement is designed to provide students with the practical understanding and tools necessary to create an engaged workforce in a customer-centric organization by exploring theories and practices of employee motivation, leadership and internal communication.View full course description at the Office of the Registrar.
Semester 5
- MKT 895: Customer Relationship Management
2 credits
Customer Relationship Management is designed to provide students with the requisite skills and competencies to effectively monitor and manage the customer relationship in a way that engenders loyalty and commitment and all the benefits that affords the customer and the organization.View full course description at the Office of the Registrar.
- MKT 896: Measuring the Experience
2 credits
Measuring the Experience is designed to provide students with the requisite skills and competencies necessary to measure organizational performance against goals and customer and employee expectations. This includes determining the metrics for doing so, as well as when and how to collect the data and how it should be analyzed.View full course description at the Office of the Registrar.
- MKT 897: Data Analysis, Integration and Visualization
2 credits
Data Analysis, Integration and Visualization is designed to provide students with the requisite skills and competencies necessary to analyze quantitative data and provide visual interpretations of data to managers in the organization as it relates to managing the customer and employee experience. This includes gathering, analyzing and integrating data from a variety of sources and exploring and presenting relationships within the data.View full course description at the Office of the Registrar.
Customer Experience Management 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.
Jennifer Ashman
- Fixed-Term Faculty
Marketing
Kevin Budelmann
- Fixed-Term Faculty
Marketing
Lou Carbone
- Fixed-Term Faculty
Marketing
Tom DeWitt
- Fixed-Term Faculty
Marketing
Keith Ferguson
- Fixed-Term Faculty
Marketing
Darren Hood
- Fixed-Term Faculty
Marketing
James Killian
- Fixed-Term Faculty
Marketing
Diane Magers
- Fixed-Term Faculty
Marketing
Katie Manty
- Fixed-Term Faculty
Marketing
Vivian Phillips Husband
- Fixed-Term Faculty
Marketing
Mary Poppen
- Fixed-Term Faculty
Marketing
Wayne Simmons
- Fixed-Term Faculty
Marketing
Raj Sivasubramanian
- Fixed-Term Faculty
Marketing
Mark Slatin
- Fixed-Term Faculty
Marketing
Nicholas Zeisler
- Fixed-Term Faculty
Marketing
