Shape the Journey to the Customer's Heart and Mind

The Master in Customer Experience and Innovation will train professionals to analyze, design, test and optimize the customer experience in interactions with products and services in any industry, for both the physical and digital world.

Student Profiles

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PROFESSIONAL EXPERIENCE

Professionals and recent graduates

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BALANCED LIFE
Can invest 10 months in education.

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DIVERSITY

Students of the class come from all corners of the world; there are more than 100 nationalities represented at IE.

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INTERESTED IN

Strong interest in identifying challenges and innovating to address them.

THE FOUR PROGRAM AREAS

BUSINESS (Viability)

• Launch: Creative Process and CX
• Business for CXI: Fundamentals
• Business for CXI: Backend (Operations and Processes)
• Business for CXI: Quality Management and Metrics
• Branding and Marketing
• Growth Hacking
• Corporate Innovation and Culture Change
• Lean Entrepreneurship for Innovation
• Strategic Design
• Customer Experience Ecosystem and Ethics

TECHNOLOGY (Feasibility)

• Internal CXI: Driving Digital Transformation
• UX/UI in Agile Interactive Digital Projects
• Trends in Technology Applied to CXI
• Data-Driven Innovation

HUMAN-CENTERED DESIGN (Desirability)

• Human Behavior
• Behavior Design and Nudging
• Physical and Digital Spaces for Innovation
• Total Experience Economy
• Qualitative Research and Analysis
• Quantitative Research and Analysis
• Storytelling
• Insights for CXI

INNOVATION LAB (INNOLAB)

• INNOLAB / Design Thinking: Products & Sprints
• INNOLAB / Design Thinking: Service Design
• INNOLAB / Design Thinking: Experiences, Systems, Organizations
• INNOLAB / Prototyping: Foundations
• INNOLAB / Prototyping: Services & Systems
• INNOLAB / Prototyping: Organizations & Change
• INNOLAB / Adaptive Leadership
• INNOLAB / Facilitating
• INNOLAB / Creative Process & Practice
• INNOLAB / Corporate Client Project (Research Focus)
• INNOLAB / Social Impact Project (Ideation & Prototyping Focus)
• INNOLAB / Entrepreneurial Project (Delivery & Communication Focus)

THE PROGRAM STRUCTURE

This 10-month program is divided into three terms, each addressing the key areas of knowledge and skills required for professionals to achieve success in the field of CXI. The Master in Customer Experience and Innovation also includes a career and personal development module, which prepares young professionals to build their future careers. Each of these terms will combine courses from the four areas mentioned above, and the final assignment at the end of each term will be one of the collaborative projects explained below. The program usually begins the first week of October.

The Program

 

 

 

  • Intake: October
  • Duration: 10 months
  • Location: Madrid
  • Format: Full-time
  • Language: English
  • Daily classes from Monday to Friday

INNOVATION LAB FINAL PROJECTS

You will engage in three real-world projects that will provide you with practical, hands-on experience building and testing real product and service offerings while working alongside industry experts. Over the course of these projects, your work will span the spectrum of CXI, including research, ideation, prototyping, delivery and communication throughout the human-centered design and innovation process. Each term, projects will have a specific focus, allowing you to work on a Corporate Client Project, a Social Impact Project, and finally, and Entrepreneurial Project.

Academic Standards

Code of Ethics

CODE OF ETHICS

The IE Community is dedicated to the promotion of ethics and
integrity in the world of business.

Evaluation criteria

EVALUATION CRITERIA

Students are evaluated using the GPA four-point scale method and using what is often referred to as a “curve” system.

Group of work

GROUP WORK

Working in teams is essential while at IE. Groups will be assigned by the academic teams focusing on bringing together diverse groups.

Class participation

CLASS PARTICIPATION

Every class at IE is conducted as a discussion in order to bring together different points of view. Participation is key to the evaluation of students at IE.