Customer Experience Management
Master of Science
Online
Course Delivery
30
Total Credits
$1,017
Credit Hour
20 Months
Minimum Duration
Program Overview
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. Whether your background lies in CX, UX, CS or PX, you know that today’s customer experience management leaders must not only possess the technical skills to deliver on the expectations of customers across multiple channels but also the acumen to engage both leadership and employees in a concerted effort to do so.
Program Outcomes
Developed to be taken in logical sequence, the curriculum consists of 15 specialized five-week courses, with student cohorts beginning in Fall (late August) and Spring (January). Cohorts finish in five semesters (approximately 20 months).
Utilizing team and project-based learning, the M.S. in Customer Experience Management program is unique in its instructional approach: students learn from diverse sources, including other students and through industry engagement.
A Top-Ranked Education
- 32nd among Best Public Universities in America — U.S. News & World Report
- A Top 100 Global University — Times Higher Education and U.S. News & World Report
Jessica Richards
Senior Marketing Program Director for MS in Marketing Research and Analytics and MS in Customer Experience Management programs
Jessica Richards is the Senior Marketing MS Programs Director overseeing operations for the #1 ranked MS in Marketing Research and Analytics program (MSMRA) worldwide and North America's first MS in Customer Experience Management Program (MS-CXM). Jessica has been a senior administrator at MSU's Eli Broad College of Business for nearly 12 years, and she is completing her Doctor of Education in Educational Leadership with a concentration in Higher Education Administration (EdD) degree. She also holds a Master of Business Administration (MBA) and a Bachelor of Science in Management (BS) and is an honored military service veteran. Throughout her tenure, the MSMRA program has grown more than 500%, becoming the #1 ranked MS in Marketing Research and Analytics program globally and the most efficient and #1 value program at Michigan State University. Jessica is a champion of positive leadership, inspiring students, staff, professors, and board members to achieve their highest excellence collectively. Jessica was awarded Senior Academic Specialist and selected as the 2021 Broad College Distinguished Staff Member of the Year for exemplary performance.
Course Information
MKT 878 - The Customer-Centric Organization (2 credits)
MKT 879 - Organizational Development and Change (2 credits)
MKT 880 - Consumer Decision Making and Behavior (2 credits)
MKT 881 - Qualitative Research (2 credits)
MKT 883 - Qualitative Data Synthesis and Analysis (2 credits)
MKT 885 - Experience Analytics (2 credits)
MKT 886 - Human-Centered Design and Innovation (2 credits)
MKT 887 - Customer Experience Strategy (2 credits)
MKT 888 - Customer Experience Design (2 credits)
MKT 889 - Digital Customer Experience Design (2 credits)
MKT 892 - Employee Experience (2 credits)
MKT 893 - Employee Engagement (2 credits)
MKT 895 - Customer Relationship Management (2 credits)
MKT 896 - Measuring the Experience (2 credits)
MKT 897 - Data Analysis, Integration, and Visualization (2 credits)
Admissions Requirements
To be accepted to this program, you must have:
- A bachelor's degree transcript from a recognized education institution.
- Have a grade-point average of at least 3.0 in the last two years of undergraduate education.
- Current résumé which highlights relevant education, work, and other experience.
- Provide scores from accepted language proficiency tests. (Only required if English is not your native language.)
- The GMAT/GRE test may be waived based on the applicant's work experience.
- A written academic statement describing your career goals and objectives and explaining why you believe our master’s program in customer experience management will help you achieve those goals and objectives. This should be no longer than two typed, double-spaced pages.
- Two letters of recommendation.
- Official transcripts from all previous schools.
To apply to this program:
- Complete a university graduate application and pay the application fee.
- Complete the MS in Customer Experience Management Checklist and upload the required documents to your application.
- Letters of Recommendation: Send recommenders to complete. Recommenders will follow instructions from the application system to upload the letter.
- Record a short answer video in the application system.
- Complete the MS-CXM persona activity and upload the completed document to your application.
Key Dates
Fall Semester
Application Deadline
July 1st
Spring Semester
Application Deadline
November 1st
Tuition & Fees per credit
In-State Tuition
Out-of-State Tuition
$1,017
$1,067
The university reserves the right to make changes in the types, structures, rates for fees, and tuition. Every effort will be made to give as much advance notice as possible.
Program Overview
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. Whether your background lies in CX, UX, CS or PX, you know that today’s customer experience management leaders must not only possess the technical skills to deliver on the expectations of customers across multiple channels but also the acumen to engage both leadership and employees in a concerted effort to do so.
Program Outcomes
Developed to be taken in logical sequence, the curriculum consists of 15 specialized five-week courses, with student cohorts beginning in Fall (late August) and Spring (January). Cohorts finish in five semesters (approximately 20 months).
Utilizing team and project-based learning, the M.S. in Customer Experience Management program is unique in its instructional approach: students learn from diverse sources, including other students and through industry engagement.
A Top-Ranked Education
- 32nd among Best Public Universities in America — U.S. News & World Report
- A Top 100 Global University — Times Higher Education and U.S. News & World Report
Jessica Richards
Senior Marketing Program Director for MS in Marketing Research and Analytics and MS in Customer Experience Management programs
Jessica Richards is the Senior Marketing MS Programs Director overseeing operations for the #1 ranked MS in Marketing Research and Analytics program (MSMRA) worldwide and North America's first MS in Customer Experience Management Program (MS-CXM). Jessica has been a senior administrator at MSU's Eli Broad College of Business for nearly 12 years, and she is completing her Doctor of Education in Educational Leadership with a concentration in Higher Education Administration (EdD) degree. She also holds a Master of Business Administration (MBA) and a Bachelor of Science in Management (BS) and is an honored military service veteran. Throughout her tenure, the MSMRA program has grown more than 500%, becoming the #1 ranked MS in Marketing Research and Analytics program globally and the most efficient and #1 value program at Michigan State University. Jessica is a champion of positive leadership, inspiring students, staff, professors, and board members to achieve their highest excellence collectively. Jessica was awarded Senior Academic Specialist and selected as the 2021 Broad College Distinguished Staff Member of the Year for exemplary performance.
Course Information
MKT 878 - The Customer-Centric Organization (2 credits)
MKT 879 - Organizational Development and Change (2 credits)
MKT 880 - Consumer Decision Making and Behavior (2 credits)
MKT 881 - Qualitative Research (2 credits)
MKT 883 - Qualitative Data Synthesis and Analysis (2 credits)
MKT 885 - Experience Analytics (2 credits)
MKT 886 - Human-Centered Design and Innovation (2 credits)
MKT 887 - Customer Experience Strategy (2 credits)
MKT 888 - Customer Experience Design (2 credits)
MKT 889 - Digital Customer Experience Design (2 credits)
MKT 892 - Employee Experience (2 credits)
MKT 893 - Employee Engagement (2 credits)
MKT 895 - Customer Relationship Management (2 credits)
MKT 896 - Measuring the Experience (2 credits)
MKT 897 - Data Analysis, Integration, and Visualization (2 credits)
Admissions Requirements
To be accepted to this program, you must have:
- A bachelor's degree transcript from a recognized education institution.
- Have a grade-point average of at least 3.0 in the last two years of undergraduate education.
- Current résumé which highlights relevant education, work, and other experience.
- Provide scores from accepted language proficiency tests. (Only required if English is not your native language.)
- The GMAT/GRE test may be waived based on the applicant's work experience.
- A written academic statement describing your career goals and objectives and explaining why you believe our master’s program in customer experience management will help you achieve those goals and objectives. This should be no longer than two typed, double-spaced pages.
- Two letters of recommendation.
- Official transcripts from all previous schools.
To apply to this program:
- Complete a university graduate application and pay the application fee.
- Complete the MS in Customer Experience Management Checklist and upload the required documents to your application.
- Letters of Recommendation: Send recommenders to complete. Recommenders will follow instructions from the application system to upload the letter.
- Record a short answer video in the application system.
- Complete the MS-CXM persona activity and upload the completed document to your application.
Key Dates
Fall Semester
Application Deadline
July 1st
Spring Semester
Application Deadline
November 1st
Tuition & Fees per credit
In-State Tuition
Out-of-State Tuition
$1,017
$1,067
The university reserves the right to make changes in the types, structures, rates for fees, and tuition. Every effort will be made to give as much advance notice as possible.
The MSU Value Promise
You can be ensured a return on your investment at Michigan State University.
As one of the top research universities in the world, Michigan State University has advanced the common good with uncommon will for more than 160 years.
MSU pushes the boundaries of discovery and forges enduring partnerships to solve the most pressing global challenges while providing life-changing opportunities to a diverse and inclusive academic community.
MSU has been offering online degree programs for over 20 years. Our maturity is evident in the high quality of the learning experience enjoyed by our online students.
MSU provides programs and initiatives that support and enhance diversity. We will expand our campus and external partnerships to put in place inclusive recruitment and retention practices. We nurture and promote individuals’ varied experiences and perspectives, ensuring structures and processes make possible full participation by all members of our community.
MSU actively collaborates with campus and external partners to innovate across all dimensions of graduate education. We create and support networks that increase collaboration and improve educational opportunities for our online students.
MSU’s nationally recognized online programs foster student growth and well-being throughout their academic career. We will expand inclusive mentoring practices and accelerate improvement across units to implement evidence-based practices to ensure our students complete successfully.
Continuing education can be one of the most exciting, challenging, and rewarding experiences you undertake in your life. We hope you consider becoming a Spartan, to learn online and reach your career goals. With highly ranked online programs and exceptional professors, we educate students who advance the common good with uncommon will.