Master In Customer Experience & Innovation

What does your dream career look like? The Master in Customer Experience & Innovation is a transformative process that helps you define your end goals and explore the best options to get you there. Incorporating new insights resulting from our expert analysis of the latest labor market data and our continuous engagement with the global business community, the program delivers a unique mix of theoretical knowledge and hands-on expertise to equip you with the dynamic skill set you’ll need to succeed in the CX landscape, now and in the future. ​

Do you have what it takes to make things happen? In today’s world of work, this requires a well-honed set of cognitive, behavioral and digital skills. Companies are now looking for competent professionals who can bring about meaningful change, capable of harnessing the power of innovation to transform the customer experience and provide real value to consumers. The Master in Customer Experience & Innovation is designed to maximize your potential for impact, equipping you to become a powerful change-maker in the global CX ecosystem.

In today’s landscape, it’s no longer enough for businesses to be driven by the profit motive alone. A sense of purpose not only propels businesses forward, it also breathes new life into your career, stoking the embers of satisfaction and motivation that will serve you well throughout your professional journey. That’s why we are committed to helping you discover, define and align your unique purpose with your career. Through the Master in Customer Experience & Innovation, you will join a new era of global leaders determined to change the world.

It's no longer enough merely to solve consumers’ problems. Now, you have to leave an impression that keeps them coming back to your business over others. Modules like Behavioral Design, Persuasion & Ethics, and Adaptive Leadership will give you the skills and mindset to make impactful decisions inside and outside your organization.

Making a lasting impact on customers and potential employers requires a framework of skills and experience that can be applied transversally. Modules such as Lean, Agile, Scrum offer continuous improvement and laser-sharp customer focus that will prepare you to make your mark, while Gamification analyzes how to apply game and play elements to human behavior and business objectives in order to add value to the customer experience.

No customer experience journey occurs without digital interaction nowadays. Modules such as Trends in Technology for CX reflect that reality, examining emerging technology in the customer experience space and even considering how tech that has not yet been invented will disrupt the CX landscape.

We believe better business practices can be a force for change in the world, improving lives and protecting the environment. We call this Sustainable Business, and it’s one of the cornerstones of the Master in Customer Experience & Innovation. We’ll ground you in the key concepts that make Sustainable Business a reality, including innovative leadership, ethics and sustainable corporate cultures. We all have a responsibility to the planet—none more so than the next generation of business leaders starting at IE Business School. We’ll show you how to make sustainability a rich vein of thought that runs through every experience you design.

Bringing an entrepreneurial mindset to social issues is one of the most effective ways to use your business skills for the greater good. We call this Social Entrepreneurship, an approach that harnesses the power of your ingenuity and problem-solving abilities to tackle enduring social problems. As part of your studies, you will undertake a Social Impact project hands-on, using the skills and strengths you acquire in the Master in Customer Experience & Innovation to make a difference to society at large. Graduates of IE Business School thrive under the pressure of a tight deadline or a challenging target; we’ll help you use those traits to amplify the benefit you bring to the world around you.

At IE Business School, we believe people matter just as much as results. We call this Working Well. It's easy to talk about purpose when it comes to yourself. But the outstanding quality of the Master in Customer Experience & Innovation is that the best version of you will produce the best possible outcomes for both your organization and consumers alike. In your own Sustainable Entrepreneurship project, you'll put people at the center of a real innovation initiative that could become a commercial or nonprofit venture. And by learning how customer insight drives more impactful business decisions, mastering the tech that's disrupting the CX ecosystem, and gaining hands-on experience in team building, adaptive leadership and creative process design, you'll ensure your own career choices make a difference in the sector.