Master In Customer Experience & Innovation

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Master In Customer Experience & Innovation

duration10 Months

languageEnglish

locationMadrid

intakeSeptember*

FormatIn-person

MODE OF STUDYFull-time

duration10 Months

languageEnglish

locationMadrid

intakeSeptember*

FormatIn-person

MODE OF STUDYFull-time

We live in the total experience economy. How do you create seamless and synchronized customer experiences across products, services, organizations and businesses? This master’s program takes a close look at human-centered design, service design, as well as product and experience design, in order to find innovative ways to shape customers’ experiences and deliver added value to them.

The Master in Customer Experience & Innovation is a 10-month program, starting with a common core period in which you will learn, together with students from other Marketing, Communication & Sales Masters programs, the fundamentals to sharpen your creative, analytical, commercial, business, strategic and digital skills. After the common core period, you will then go into your specialized program of choice. During the program, you will also have the opportunity to participate in optional certificates or an international experience.

*The 2023-2024 intake starts on September 18th.

Master In Customer Experience & Innovation | IE Business School

WANT TO KNOW MORE?

University private degree

This is a University Private Degree from IE Universidad*. More Information on what earning a University Private Degree from IE Universidad entails.

*IE Universidad is a University officially recognized by the Spanish education authorities, allowed to grant both University Official Degrees (Bachelor’s, Master’s and PhD degrees), which are specifically regulated and accredited by Spanish Ministry of Education and University Private Degrees (Master), that are specifically designed by the University towards the professional application of their studies and the constant update of higher education, preserving the educational standards of excellence of IE. Both types of degrees are equally backed by the rigor and prestige of IE University.

Mónica Vila

Program Specialist

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WHO IS THE THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION FOR?

IT'S FOR INDIVIDUALS WHO...

innovative individuals who wish to build human-centered solutions for the physical and digital worlds.

LOOKING FOR...

a program that will allow them to engage with the ins and outs of service design, product design and experience design, while leveraging innovation to deliver value. They want to become the most in-demand designers, engineers and innovators for products and services around the world. After graduation, they might go on to work as a: User Experience Designer, Usability Consultant, Chief Experience Officer, Interface Designer, Product Designer, Business Transformation Manager, or many other related roles.

KEY AREAS OF THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION

BUSINESS

Grow from the fundamentals to a deep knowledge of business. Learn by practical application what CX actually means, how it works, and how companies engage with it to create value. Classes tackle growth hacking, customer experience ecosystems and ethics, operations and processes, corporate innovation and culture change, product and service design among others.

TECHNOLOGY

You will learn how to use the latest technology to improve the customer experience and imagine futures that don’t yet exist. Look at data-driven innovation, and trends in technology applied to CXI and UX in interactive digital projects.

HUMAN-CENTERED DESIGN

This area focuses on the human factor that drives this program: what we call desirability and how we account for human factors to create the right thing, the right way, for the right people. You’ll take a look at strategic design, research methods and insights, prototyping, storytelling, and physical and digital spaces for innovation.

REASONS TO STUDY THE MASTER IN CUSTOMER EXPERIENCE & INNOVATION

IE University molds students into future-forward and well-rounded professionals, using methodologies that put innovation and employability at the forefront.

01.

HIGH-TECH AND HUMAN-CENTERED CUSTOMER EXPERIENCE PROGRAM

You will learn what you need to know from the realms of business, technology and human-centered design in order to think strategically and work holistically in any type of organization, emerging as a next-generation CXI pro.

02.

LEARN FROM TOP CUSTOMER EXPERIENCE PROFESSIONALS

Our faculty is made up of a diverse group of academics and professionals, who bring pedagogical rigor and real-world expertise into the classroom.

03.

CUSTOMER EXPERIENCE & INNOVATION PROGRAM VALUES

The program uses hands-on methodologies with transversal value for areas like product design, service design, experience design and more. By far the most important value, however, will be your training in building bridges and busting silos to bring diverse stakeholders across business and tech together within and without an organization.

04.

CHIEF CUSTOMER EXPERIENCE OFFICER, THE PRO OF THE FUTURE

Chief Customer and Experience Officers are rapidly rising positions: in recent years, customer experience has quickly evolved into a highly-valued business discipline. In 2020, nearly 90% of companies carried a Chief Experience Officer (CXO), Chief Customer Officer (CCO) or equivalent, and the trend is not slowing down. (Gartner , 2020)

GUIDING YOUR CAREER JOURNEY…

We understand that it can be difficult to choose your path in the Marketing, Communication & Sales (MARCOM) world. We are here to guide you in your MARCOM career journey from the start with the support of our Recruiting & Admissions team who will closely review your background, skills and future career goals to ensure you choose the right program for you. All our full-time programs begin with a common 2-month Core Period, designed to give you the key foundations to succeed in this career path. This foundational first period also becomes the basics for you to make sure you choose the right path within MARCOM.

…IN THE RIGHT DIRECTION FOR YOU

However, if after starting the program and completing this Core Period you are interested in changing to another MARCOM program, you could switch programs after having a meeting with the Academic Program Direction team to validate this change and understand how it may affect your future career. Program changes are also dependent on availability, but we will always put you first and give you the needed flexibility at this stage of your career.

CAREER SECTOR BOOSTERS

After completing your program, you will be able to join an additional optional term to specialize in two of the most relevant industries for the MARCOM pathway. During this Booster Period from September to December, you will enjoy a career-driven curriculum with several practical consulting projects, in-company visits, project-based learning and additional networking opportunities for your job recruitment process. The Career Sector Booster will have an additional cost and you can either enroll before joining IE University or while you are doing your MARCOM master, until the deadline that will be communicated by the Academic team. We will have limited slots assigned for these two boosters, so the sooner you apply, the better.

MARCOM for Tech companies:

Discover how the main Tech brands have achieved success and growth over the past 10 years and learn their best practices in branding, marketing and sales. Uncover the latest Customer Experience trends in the tech world and become a MARCOM top global player.

MARCOM for Consumer Goods, Luxury and Fashion:

Unlock the knowledge to increase sales and engage with customers worldwide by learning from top executives at today’s most relevant brands. Discover industry secrets behind main e-commerce and experiential marketing strategies and learn how these brands are staying competitive, relevant and sustainable over time with the latest digital marketing tools.

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70%

of buying experiences are based on how a customer feels they are being treated.Mckinsey

70%

of buying experiences are based on how a customer feels they are being treated.Mckinsey

86%

of buyers are willing to pay more for a great customer experience.PWC

Experience Madrid

Madrid is one of the most popular cities in Europe for Gen Z travelers, and is one of the most student friendly cities in Spain, with a great, affordable public transport network, cool underground culture and fabulous nightlife. But Spain’s capital is also home to international companies of the stature of Google, Microsoft and Apple, creating a myriad of opportunities for a professional experience. Madrid is in a league of its own and provides the perfect backdrop for rounding off a unique educational experience.

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“The faculty is amazing. Almost all of our professors are currently working in (or own/manage) great companies. They are super cool, come with an up-do-date knowledge and sometimes even bring us to their studios where they do their magic. Just to meet such people is impactful and fun!”

Iliyan Dimitrov

Master in Customer Experience & Innovation Student

DUAL DEGREES

Customize your education based on your specific interests and passions through a Dual Degree to give your career a multidisciplinary boost to spearhead change in the new world of work. The combination of this program with a Master’s in Management (if you have 0-2 years of experience) or an International MBA (if you have 3 or more years of experience) will position you on the threshold of two exciting worlds; acquiring a broader skillset and a competitive differentiation with a sharp focus. Select your dual degree based on your years of experience:

COMBINE IT WITH A MASTER IN MANAGEMENT

Suitable for 0-3 years of experience

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COMBINE IT WITH AN INTERNATIONAL MBA

Suitable for more than 3 years of experience

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Unsure if this is the right program to help you on your professional journey?

At IE University, we have carefully streamlined related subject areas to create unique paths featuring similar programs. Guided by these paths, you can take control and discover the right program for you.

Explore these 2 areas to find the specific program that fits with your career goals.

Marketing, Communication & Sales

DESIGN & ARCHITECTURE

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Frequently Asked Questions

What is a master's in customer experience and innovation?

A Master in Customer Experience & Innovation teaches you how to create seamless customer experiences across products, services, organizations and businesses. At IE University, we take a human-focused approach and use innovation to shape customer experiences and deliver added value to them.

What masters are best for customer experience and innovation?

IE University offers a leading program in customer experience and innovation and gives you the opportunity to learn directly from the industry leaders who comprise our faculty of experts. You'll also have the opportunity to participate in projects with real companies through our hands-on approach, all while expanding your international network.

Should I study a master's in customer experience and innovation?

A master in customer experience and innovation adds value to your career because it positions you as one of the most in-demand professionals of your generation. Designers, engineers and innovators for products and services are incredibly sought-after.

At IE University, you'll combine this knowledge with a strong business strategy mindset to help you stand out. Our program also includes a common core period to ensure you have the fundamentals of marketing and communication before you dive into this program.