phd in customer service management

Transforming Customer Experiences

Create service models that deliver strategic advantage while building satisfaction, commitment, and loyalty among clients and employees.

Associated Schools

Harvard Business School

What you'll learn.

Design effective service strategies and offerings

Ensure consistent, high-quality service delivery

Expand your personal and professional network

Course description

Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and delivering a transformational customer experience.

Taking a holistic approach to service design, execution, and transformation, this customer experience management program prepares you to create an exceptional service culture that supports employees, delights customers, and drives organizational performance. You will return with the frameworks to align your firm's operating models and strategic service mission with changing consumer needs, shifting market demands, and an evolving competitive landscape.

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Information Science Ph.D. With a Concentration in Consumer Behavior and Experience Management

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We're so glad you're interested in UNT! Let us know if you'd like more information and we'll get you everything you need.

Why Earn an Information Science Ph.D. With a Concentration in Consumer Behavior and Experience Management?

The University of North Texas Information Science Ph.D. Program with a concentration in consumer behavior and experience management, developed and offered jointly with UNT College of Merchandising, Hospitality and Tourism, responds to the varied and changing needs of an information age, increasing recognition of the central role of information and information technologies in individual, social, economic, and cultural affairs.

The mission of the UNT Information Science Ph.D. Program is to provide a center of excellence in graduate education and research. Its primary goals are to:

• Nurture critical and reflective thinking on the fundamental issues and elements of problems of utilization of information
• Foster an environment of substantive and productive mentoring and apprenticeship
• Prepare scholars passionate about the role of information in human affairs
• Foster cross-disciplinary thinking and research

Students are recruited to the program from a wide range of disciplines and encouraged to expand and refocus their expertise and skills in cutting-edge areas of information science that cross disciplinary boundaries. The multifaceted nature of information science warrants the focusing of resources, courses, and faculties from a broad range of academic units.

• Research and publication
• Pedagogical practices
• Critical thinking
• Leadership ability
• Data analysis

Consumer Behavior and Experience Management Information Science Ph.D. Highlights

What can you do with an information science ph.d. with a concentration in consumer behavior and experience management.

Graduates of the program are prepared to contribute to the advancement and evolution of the information society in a variety of roles and settings as administrators, researchers, and educators.

Consumer Behavior and Experience Management Information Science Ph.D. Courses You Could Take

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Consumer Science Graduate Program

White Lodging-J.W. Marriott, Jr. School of Hospitality and Tourism Management

The consumer science graduate program offers world-class postgraduate programs for industry professionals seeking to move ahead in their careers and aspiring academics seeking to gain the knowledge and skills to be researchers and teachers.

PhD Program 

The PhD program is designed to be one of the strongest research-based programs in the world. The program — which includes a strong element of statistics and research design — prepares you for careers at major research universities or research-based agencies. Upon graduation, you are expected to have a curriculum vitae that includes instructional knowledge, publishing experience in research journals, and a record of presentations to industry and research societies.

Potential Careers

• Academics/Professors
• Research Analysts
• Policy Analysts
• Financial Analysts
• Consultants

Program Highlights

• The school’s research centers allow cooperative research across individual projects, leading to strong contributions in the industry.
• You will have numerous opportunities to work one-on-one with faculty developing, conducting and analyzing research that deals with real problems in consumer science.

Program Quick Facts

Degree Type : Doctoral

Program Length : PhD: 3-4 years

Location : West Lafayette, IN

Department/School : White Lodging-J.W. Marriott, Jr. School of Hospitality and Tourism Management

Plan of Study

Graduate Student Handbook

Graduate Research

In the consumer science master’s and doctoral programs, you’ll gain significant exposure to research , working directly with the school’s faculty to explore important issues across consumer science, from retail innovation and consumer experience to financial behavior.

Research Opportunities

• Branding and consumer experience
• Consumer financial behavior
• Machine learning and data analysis in consumer research
• Financial risk tolerance and behavioral finance
• Retail innovation and shopping behavior

Research Areas

• Consumer behavior and individual well-being
• Sustainability and innovation
• Branding and experience design

Research Facilities

• Center for Hospitality and Retail Industries Business Analytics

Faculty by Research Area

Consumer behavior and individual well-being, hospitality and service management, tourism management and community development, sustainability and innovation, branding and experience design, application procedure for residential programs.

Thank you for your interest in our top-ranked graduate programs. Before you continue with the electronic application for admission, please familiarize yourself with the minimum requirements for admission to the graduate residential programs in the White Lodging-J.W. Marriott, Jr. School of Hospitality and Tourism Management. It is important to recognize that although satisfaction with these basic requirements does not guarantee graduate admission, failure to satisfy these requirements may lead to automatic denial of admission.

Starting the Application

Required Application Materials

These are documents that are required to support a successful application. Supporting documents should be uploaded to the electronic application or mailed directly to the graduate program. See the sections below for more details. Supporting documents include the following unless otherwise noted:

• Transcripts

The admission committee is looking for transcripts with a GPA of a 3.0 on a 4.0 scale or equivalent. Prospective PhD students need a transcript that shows completion of a master’s degree completion. You can upload offical copies directly to the application portal. An official transcript bears the original signature of the registrar and/or the original seal of the issuing institution. If transcripts are not in English, an English translation will need to accompany the transcript.the transcript.

You must provide physcial copies of the official transcripts and/or academic records if you are admitted and choose to enroll.  Official documents should be submitted to:

Office of Graduate Admissions Purdue University Graduate School 155 South Grant Street, YONG 170 West Lafayette, IN 47907

• GRE Test  OR GMAT Test  (optional) 

Due to COVID-19 constraints, the GRE/GMAT is optional. The admissions committee values these tests and highly recommends applicants take and send their scores as part of their application package for a holistic review.

We encourage inclusion of Official GRE (Graduate Record Examination)  OR  GMAT (Graduate Management Admission Test) report of scores taken within the last five years. Applicants may submit results from either the GRE or GMAT, but most students use the GRE. 

GRE (minimum)  | verbal and quantitative score of 290 or higher (each: minimum of 145) | code  1631 . For information and test dates visit  www.gre.org .

GMAT (minimum) | total score of 550 (verbal and quantitative sections) | code  1RZ-NJ-46 . For more information visit  www.mba.com .

• English Proficiency  (a requirement for International Students)

International applicants whose native language is not English are required to provide proof of English proficiency for admission to all degree graduate programs.

TOEFL iBT (minimum) | Writing 18, Speaking 18, Listening 14, Reading 19 | Total 80 | code  1631 . For further information, visit  www.toefl.org .

TOEFL Essentials (minimum) | Writing 8, Speaking 8, Listening 8, Reading 8 | Total 8 | code  1631 . For further information, visit  www.toefl.org .

IELTS (minimum) | Writing 6, Speaking 6, Listening 6, Reading 6.5 | Overall brand score of 6.5.   For more information, visit  www.ielts.org .

• Recommendation letters  

HTM requires three letters of recommendation: two from academia and one from an employer.

When you create an online application to the Purdue Graduate School, you will be asked to input the names and emails of your recommender. Once you click “Send to Recommender,” your recommendation providers will receive an email with instructions on submitting their recommendation online. The Purdue University Graduate School strongly encourages you to provide an email address affiliated with an academic institution, professional organization or employer. If there is not an affiliated email, please be sure to inform the individual writing your letter that they must be on business letterhead to assure they are valid. Once the online recommendation is submitted the graduate program to which you applied will have access to view your online recommendation.

• Current Resume

HTM’s application review committee is looking for a minimum of one year of work experience in a related area or two completed internships (internships must total six months or more).

Assistantships  that HTM offers are typically determined based on past work experiences and career goals outlined in the resume. Preference will be given to admitted applicants with related work experience that meet the needs of HTM.

• Diversity Essay  

The application portal will ask for a diversity letter. In this document you should describe your leadership; work experience; service experience; or other significant involvement with racial, ethnic, socio-economic or educational communities that have traditionally been underrepresented in higher education. You should then describe how these experiences would promote a diversity of views, experiences and ideas in the pursuit of research, scholarship and creative excellence. You should feel free to discuss your own personal experiences in the essay.

• Statement of Purpose

A statement of approximately 500 words is encouraged that explains your interest in undertaking or continuing graduate study; your reasons for wanting to study at Purdue; and your professional plans, career goals and research interests. You also may explain any special circumstances applicable to your background and elaborate on your special abilities, awards, achievements, scholarly publications and/or professional history.

•   Pay Application Fee

A $60 application fee applies for domestic students, and a $75 application fee applies for international students.

Jonathon Day | Program Director

For questions regarding the hospitality and tourism management graduate program, please contact [email protected] .

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Customer Experience Management

Supervisor : professor stan maklan, business issues/background.

Customer Experience Management (CEM) has become a major organisational change initiative, mostly led from the marketing function.  Total Quality Management (TQM), so helpful in manufacturing, was repurposed to the service sectors as Service Quality as the service economy began to dominate western economies.  However services are not products and a TQM basis for service management, whilst necessary, is not sufficient.  Service delivery includes human factors, emotions and context.  It occurs over time, across many interactions with the provider and through numerous channels.  Predictable execution of a single service episode, in a specific channel is no doubt helpful, but does not define the service as experienced and assessed by customers.

Whilst realising the "gap" between traditional quality management practices and that which customers desire from their experiences, firms are challenged to define experience, make it operational and manage its implementation effectively.  There is considerable academic literature seeking to define customer experience, but little on its management.

With colleagues on the Continent, we are developing the first insights into CEM, the practice as well as the conceptual definitions.  This is an emergent field, organisations are actively developing their CEM programmes and we can anticipate academic publications will follow shortly.  We have a few active research projects in this area.

Possible Areas of Research

• There are descriptive theses that identify how organisations understand and implement customer experience.
• There are modelling bases theses to track CEM's impact upon firm performance.  There is literature on customer relationship management's (CRM) impact on performance as a guide for how these studies can be structured.
• There are normative contributions focusing on how organisations should implement CEM.  These are likely more managerial in focus than modelling based approaches.

Suggested Reading

An excellent conceptual review of customer experience is provided by Professor Peter Verhoef in:

• Verhoef, P. et al., 2009.  Customer Experience Creation: Determinants, Dynamics and Management Strategies.  Journal of Retailing , 85(1), p.31-41.

Based on a Cranfield PhD, the following scale for experience quality is proposed:

• Klaus, P. & Maklan, S., 2012.  EXQ: A Multi-Item Scale for Assessing Service Experience.  Journal of Service Management , 23(1), p.5-33.

There are numerous examples of modelling the effects of CRM upon performance that may provide an idea of the genre, and I select a few only:

• Hendricks, K.B., Singhal, V.R. & Stratman, J.K., 2007.  The Impact of Enterprise Systems on Corporate Performance: A Study of ERP, SCM, and CRM System Implementations.  Journal of Operations Management , 25(1), p.65-82
• Hillebrand, B., Nijholt, §j. & Nijssen, E., 2011. Exploring CRM Effectiveness: An Institutional Theory Perspective.  Journal of the Academy of Marketing Science , 39(4), p.592-608.
• Krasnikov, A., Jayachandran, S. & Kumar, V., 2009.  The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the US Commercial Banking Industry.  Journal of Marketing , 73, p.61-76.

In terms of normative research, there are papers under development that I can share with interested prospective students.  However, here are two managerial articles on CRM that I co-authored.  One focuses on the business case, the other on overall programme governance.

• Maklan, S., Knox, S. & Ryals, L., 2005.  Using Real Options to Help Build the Business Case for CRM Investment.  Long Range Planning , 38(4), p.393-410.    
• Maklan, S., Knox, S. & Peppard, J., 2011.  Why CRM Fails - and How to Fix it.  MIT Sloan Management Review , 52(4), p.77-85.

Professor Stan Maklan, Tel: +44 (0)1234 751122 Email: [email protected]

Customer Experience Management, Master of Science

Customer Experience Management

Master of Science

Course Delivery

Total Credits

Credit Hour

Minimum Duration

• Program Details

Course Information

Admissions requirements.

• Tuition & Fees

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

Request Information

Jessica Richards

Customer experience management (cxm) program director.

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)

To be accepted to this program, you must have:

• A bachelor's degree from a recognized education institution
• A cumulative grade-point average of at least 3.0 from all institutions attended
• Current résumé which highlights relevant education, work, and other experience
• TOEFL/IELTS (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.
• 2 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 to your application
• Letters of Recommendation: Send recommenders the MS-CXM Recommendation Letters  form to complete. Recommenders will follow instructions from the application system to upload the letter.
• Complete a persona and recorded presentation .

Fall Semester

Application Deadline

Spring Semester

November 1st

Tuition & Fees  per credit

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’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.

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2023 Customer Service Management Degree Guide

Customer service management degrees decreasing.

Customer Service Management was the 1,172 most popular major in the 2020-2021 school year. Colleges in the United States reported awarding 158 degrees in this year alone. This represents a 22.8% reduction in customer service management degrees awarded over the prior year's total of 194.

This year's Best Customer Service Management Schools ranking compares 3 of them to identify the best overall programs in the country. Continue reading to check out one of our many unbiased rankings of customer service management programs later in this article.

Best Customer Service Management Schools by Degree

Featured customer service management programs.

Learn about start dates, transferring credits, availability of financial aid, and more by contacting the universities below.

MS in Management

Today's managers must have a versatile skill set. They are the proponents of an organization's brand and MS manage and develop top talent.

Customer Service Management Degree Requirements

A major in customer service management prepares you for careers in which understanding written sentences and paragraphs in work related documents is crucial. Required skills include giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times and talking to others to convey information effectively.

Getting Accepted Into a Customer Service Management Program

A high school diploma or equivalent is typically required for most customer service management degree programs and many students will need a minimum GPA and SAT/ACT score depending on the school. Once you obtain your degree, additional customer service management certifications required to pursue a career in this field.

Customer Service Management Degree Types

Customer Service Management degree levels vary. You can get anything from a in customer service management to the highest customer service management degree, a . The type of customer service management degree you choose will determine how long it takes to get your diploma.

A bachelor's degree is the most common level of education achieved by those in careers related to customer service management, with approximately 45.2% of workers getting one. Find out other typical degree levels for customer service management workers below.

Most workers in customer service management have at least a associate degree. See the chart below for the most common degree level workers in customer service management have received.

This of course varies depending on which customer service management career you choose.

Customer Service Management Careers

Growth projected for customer service management careers.

Want a job when you graduate with your customer service management degree? Customer Service Management careers are expected to grow 3.4% between 2016 and 2026.

The following options are some of the most in-demand careers related to customer service management.

How Much Money Do People With a Customer Service Management Degree Make?

As you might expect, salaries for customer service management graduates vary depending on the level of education that was acquired.

High Paying Careers for Customer Service Management Majors

Salaries for customer service management graduates can vary widely by the occupation you choose as well. The following table shows the top highest paying careers customer service management grads often go into.

Getting Your Customer Service Management Degree

With over 50 different customer service management degree programs to choose from, finding the best fit for you can be a challenge. Fortunately you have come to the right place. We have analyzed all of these schools to come up with hundreds of unbiased customer service management school rankings to help you with this.

Top Ranking Lists for Customer Service Management

Best schools customer service management, best value colleges customer service management, related programs.

Learn about other programs related to Customer Service Management that might interest you.

Customer Service Management Related Majors

One of 15 majors within the Business Administration & Management area of study, Customer Service Management has other similar majors worth exploring.

Majors Similar to Customer Service Management

View All Customer Service Management Related Majors >

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Customer Service Management Degree - Online and Campus Programs

Search for more degrees:, how to prepare for a career in customer service management, customer service management education requirements and degrees, salary ranges for customer service managers and job outlook.

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Customer Relations Degrees: MBA, PhD & Online Training Info

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Studying Customer Relations: Degrees at a Glance

Customer relations, also referred to as customer service, is the means by which a business interacts with consumers and maintains a customer base. While degrees in this discipline are generally not available at the graduate level, students interested in learning about this topic can attend Master of Business Administration (MBA) and PhD programs in marketing, which typically include instruction in customer relations through coursework or relevant internship opportunities.

These degree programs can qualify you for upper-level careers in a range of fields related to customer relations. You might, for example, become a marketing manager or public relations manager, which are both positions that have steady job prospects in the coming years. The U.S. Bureau of Labor Statistics (BLS) projected average growth of 14%-16% for these workers from 2010-2020, compared to all occupations; however, entry into these professions is expected to be competitive.

Source: *U.S. Bureau of Labor Statistics (May 2011 figures)

MBA in Marketing

An MBA program in marketing is generally very flexible and allows you to customize your studies around the specific areas of the discipline that interest you. The focus of the curriculum is to teach you to help companies grow their brands, advertise to the right consumer groups and accumulate a solid base of customers. You can expect to gain an understanding of consumer behavior and learn to use that knowledge to manage customer relations efforts for companies and businesses. Some programs allow students to choose dual concentrations; you might, for example, study both marketing and operations management.

Pros and Cons

• Admission may be open to bachelor's degree-holders of various majors
• Flexible curriculum allows you to tailor your degree to your interests
• Broad focus of study can be applied to many areas of business
• Specific prerequisites are often required to qualify for MBA courses
• Prior work experience may be required for management positions related to customer relations
• Some career options do not require a master's degree, so you may be in competition with bachelor's degree holders

Courses and Requirements

An MBA program in marketing often takes two years to complete, and some programs require you to complete prerequisites in topics like accounting and economics before moving on to business administration coursework. You'll generally take a set of core MBA courses in subjects such as research, accounting, finance and management, followed by marketing electives of your choosing. You might choose from topics like:

• Marketing management
• Business-to-business marketing
• Consumer behavior
• Customer relations
• Sales strategies
• Supply chain management
• Global marketing

Along with providing in-class instruction, these MBA programs often allow for some practical experience. You might, for example, be required to complete an integrative experience or capstone project before graduating. An internship experience in consumer relations is also an option through some programs.

Online Degree Options

MBA degree programs in marketing are widely available online. These distance-learning opportunities can come in the form of hybrid or entirely-online programs, and their curricula have the same goal of teaching you branding and customer relations strategies. Some programs allow you to earn this degree in less than two years.

Stand Out with This Degree

Most marketing and public relations managers have relevant experience in the field before advancing to management positions. To gain such experience, you might take on an entry-level, part-time job as a sales representative, public relations specialist or similar position in the advertising/marketing field. Another viable option is to attend an internship during college; in fact, some MBA programs allow you to take an internship for elective credit. Additionally, during your studies, you may want to take coursework that prepares you for the technological aspects of the career. For example, you may benefit from learning to use graphics, photo imaging and customer-relationship management software.

PhD in Marketing

Like MBAs in marketing, PhD programs in marketing have very flexible curricula and allow you to choose much of your own coursework. In such a program, you can expect to focus on research and methodology pertinent to marketing. These programs are usually geared toward professionals with backgrounds in business or marketing and who intend to teach marketing or another related facet of business at a 4-year university or college; however, a PhD in marketing can also prepare you for advancement in marketing, promotions and advertising positions.

• Small class sizes and close collaboration with instructors
• Opportunities to get published in industry or academic journals
• Can qualify you for advanced marketing or teaching positions
• Admission to marketing PhD programs can be competitive and selective
• Can take up to five years to complete
• Often requires completion and defense of a dissertation project

A PhD degree program in marketing generally takes at least three years to complete and has a strong focus on research. Topics of study generally include marketing management, research methodology and buyer behavior. Along with completing in-class coursework and seminars, you'll be required to complete a dissertation project, which involves proposing, presenting and defending your research and writing. You can also expect to complete a teaching component, which involves working as a teaching assistant under the direction of an experienced professor.

Select colleges and universities offer online doctoral programs in marketing. Such programs may have the same requirements for completion, including customizable coursework, a comprehensive exam and a dissertation project, and they are geared toward students pursuing careers in teaching or research. Additionally, some traditional, on-campus programs may allow you to complete some of your coursework online and earn your degree in a hybrid format.

If you're planning on entering a career in teaching after earning your PhD, you might benefit from taking courses specific to technology commonly used by marketing teachers. For instance, while teaching at a college or university, you might use programs like Blackboard and WebCT to manage classroom activities and assignments. These professors also use spreadsheets and databases on a regular basis.

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• Executive Development
• For Individual Learners
• Alba Hellenic Institute of Customer Service: Core Learning Series

Alba-Hellenic Institute of Customer Service: Core Learning Series

Overview and scope.

 The Hellenic Institute of Customer Service and Alba Graduate Business School, have established an evolving learning partnership, to educate the executives of the customer service function  through a series of programs that address the development needs of learners, across seniority levels and industry sectors. The curricula blend academic excellence with business relevance,  while they focus on cutting – edge concepts, skills and applied knowledge within a collaborative, network learning context.

Currently, the  core series comprises of three programs: 1. Developing Customer Service Excellence 2. Managing Values and Competencies for Customer Service Excellence 3. Mastering Excellence : Leading Customer Service Teams Learners may select to participate in each module independently or to attend all three modules. Upon successful completion of the three programs, participants receive the Executive Diploma in Customer Service Management.

‘The Hellenic Institute of Customer Service (HICS) member companies represent a very wide range of the greeκ economic and commercial market spectrum. And this automatically makes the Institution able to listen to what the markets needs are as regards the crucial Customer Service sector. What the markets want is the availability of qualified personnel that has mastered all the aspects of Customer Service and can thus promptly respond to cover the client’s/consumer’s needs successfully. Irrespective of departmental positioning, company sector or size. HICS’s response has been dynamic, to-the-point and qualitative. The creation, with the ALBA Graduate Business School, of a 3 high level and content – interactive - educational program which covers holistically the aspects of Customer Service and which lead to an Executive Diploma in Customer Service Management is responding – and successfully covering –  vital company needs. Both organizations’ joint activity has a wider impact in the end: the strengthening of the country’s commercial and economic sectors as a whole.’

Frank Thibaut, President of BoD, Hellenic Institute of Customer Service (HICS)

CONTACT INFORMATION

To request more information please contact 

Mrs. Maria Karadeli

Training Coordinator & P.R., Hellenic Institute of Customer Service

Tel: +30 210 6686370

email:   [email protected] r

To get in touch with ALBA Executive Department please use the below information

Mrs. Maria Pappa

Tel.: +30 210 89.64.531-8

Fax: +30 210 89.63.302

e-mail:   [email protected]

We would be pleased to address any enquiry you might have and to assist you in any way we can.

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Top 5 Ranking

U.S. News & World Report ’s 2024 Best Online Master’s in Business Programs ranking places the Broad College at No. 2 among U.S. public schools. See the numbers .

• Tuition & Financial Aid
• Request Information
• [email protected]

Master's in Customer Experience Management

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. 

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.

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:

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

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

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

  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.

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.

Virtual Information Sessions

Dive deeper.

• Tuition and Financial Aid

Please email [email protected] 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.

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.

The Master of Science in Customer Experience Management program tuition rates include the cost of books and software needed for the 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
• Department of Marketing
• MS-CXM Academic Program Director
• North Business Building
• 632 Bogue St. Room N370
• East Lansing, MI 48824

Get Connected with Broad:

• Business College Complex
• 632 Bogue St

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Branded Content | Exploring cost efficiency in modern customer service

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Outsourcing is crucial in today’s business environment, merging economic benefits with strategic growth. While its financial advantages are apparent, the industry’s evolution highlights the need for a strategic and balanced approach. As outsourcing evolves, it influences global business dynamics, balancing cost efficiency and service quality.

Businesses should remain informed and agile as the sector adapts to emerging challenges and opportunities. This strategy enhances competitiveness and effectively utilizes outsourcing’s potential in a dynamic business world.

The news and editorial staffs of the Chicago Tribune had no role in this post’s preparation.

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