Master In Customer Experience & Innovation
Conceive, develop and implement innovative products, services and experiences with a human-centered focus at each step of the customer journey.We live in the total experience economy. How do you create seamless and synchronised customer experiences across products, services, organizations and businesses? This Master takes a close look at human-centered design, and how to find innovative ways to deliver value to the customers.
OFFICIAL DEGREE
Students must fulfill the following requirements to be able to request the issuance of the Official University Degree upon completion of the Master Program.
Have an informal with Eugenia or Martin to see if this program is a good fit for you.
Martin Bonnefond
Associate Directors of Admissions
Liquid Learning at IE University
In this new reality, we understand it’s not always possible to attend class in person. That’s why we developed our Liquid Learning approach, which seamlessly adapts to individual needs and provides equal access to world-class education—whether on campus in Madrid or online wherever you are.
Discover moreCareer-focused Customer Experience Program
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, coming out a next-generation CXI pro.
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.
CUSTOMER EXPERIENCE & INNOVATION PROGRAM VALUES
The program uses hands-on methodologies with transversal value for areas like Innovation, Product, Research, Strategic Design, Business Strategy, and more. By far the most important value, however, will be your training in building bridges and busting silos to bring diverse stakeholders together within and without an organization.
CHIEF CUSTOMER EXPERIENCE OFFICER, THE PRO OF THE FUTURE
Chief Customer and Experience Officers are rapidly rising positions: 90% of senior executives said CX is one of CEO’s top three priorities (McKinsey, 2016)
Our Academic Director
Andrew McCarthy
Professor, Master in Market Research & Consumer Behavior and Master in Customer Experience & Innovation
Academic Director, Master in Customer Experience & Innovation, IE School of Human Sciences & Technology
Professor, IE Business School
Strategic Design - CX Consultant, oudein.crew
Professor, Master in Market Research & Consumer Behavior and Master in Customer Experience & Innovation
Academic Director, Master in Customer Experience & Innovation, IE School of Human Sciences & Technology
Professor, IE Business School
Strategic Design - CX Consultant, oudein.crew
Subjects
Innolab: Corporate Client Project
Innolab: Creative Process & Practice
Innolab: Creative Process & Practice II
Innolab: Creative Process & Practice III
Innolab: Entrepreneurial Project
Innolab: Social Impact Project
Launch: Applied CXI
Meeting with the Academic Director
Meeting with the Academic Director – MCXI
Meeting with the Academic Director II
Meeting with the Academic Director III
Customer Experience
Professional Experience
Andrew Peter Wallace McCarthy is a designer, facilitator, consultant, and educator. Andrew has worked in his beloved New York and internationally as a designer, art and creative director, and creative consultant in several multinationals and a great many startups, advising organizations on creativity, strategy, innovation processes, user experience, and design. Andrew studied philosophy and the history of math and sciences, then design, and now teaches design thinking and strategy, visual communications, creativity, innovation process, and entrepreneurship as an Associate Professor at IE. More recently, Andrew has taken on the role of founding Academic Director for the Master in Customer Experience and Innovation at the IE School of Human Science and Technology, which will launch in October of 2017. Andrew practices improv and plays music, speaks and moderates at events and conferences, and his voice has been featured in ads and audiobooks, at his daughters’ bedtimes, and to the startlement of animals great and small.
Professional & Teaching Experience
Founding Academic Director, Master in Customer Experience & Innovation – IE School of Human Sciences & Technology
Associate Professor, IE University, School of Human Sciences & Technology, IE Business School
(having taught over 150 courses, workshops, modules, and masterclasses consisting of thousands of hours across more than 20 programs)
MVDM Advisory Board Member – IE HST
Academic Director, modules in IMBA, MIM, GSFP, and others at IE
Independent Designer; Facilitator; Creative Director
Independent Strategy, Innovation, & Creativity Consultant
Academic Director, Team Coach, Program & UX Designer, Facilitator, at Teamlabs/ Madrid & Barcelona
Head of Digital and Design, Gallarus Ventures, LLC
Member: Impact Hub; Collaborator: TeamLabs, Redradix, utopic_US h2i, Mima Espacio Creativo, Studio Banana, among many others
Mentor: Venture Labs, IE Net Impact, MasterYourself, among others
Standard & Poor’s, Creative Consultant
Energy Intelligence, Creative Director
Instructor, Gotham Writer’s Workshop, New York City (USA)
Visiting Professor, Guangzhou Teacher’s College, Guangzhou (PRC)
Clients have included: MTV, Paramount, Dimension Data, Google, Mutua Madrileña, MetroMadrid, BBVA, GEHC, AEP, Ferrovial, Soundportraits, FARmedia, La Resistance, Adidas, WPE, Loewe, Alhambra, and HarleyWood, Scholastic, Cole’s, BP, Shell… among many, many others
Academic Experience
St. John’s College, Annapolis, MD (USA), Bachelor of Arts in Philosophy & Political Science, Minor in Comparative Literature & History of Mathematics and Science
School of Visual Arts, NY (USA)
Portsmouth Abbey School, Portsmouth, RI (USA)
percent of students found a job within 3 months of graduating
Why study our Master in Customer Experience and Innovation?
Experiences make bank
Customer profit margin is 527% higher (year-over-year) for companies with the best customer experience management.– SAP Center for Business Insight.
Marketing has gotten a facelift and become CX
Customer experience is the new game changer
89% of companies expect to compete mostly on the basis of customer experience in 2018.- Gartner
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Learning and innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow.
William Pollard
Physicist
What the alumni of our Master's Degree in Innovation have to say
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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, Bulgaria
Master in Customer Experience & Innovation Student
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There is a very diverse student body (at HST), so everyone has really interesting backgrounds across the board.
Sumir Ganguly, India
Master in Customer Experience & Innovation Student
Rewire Mag
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Coming to grips with the mechanisms of failure and exposing vulnerability can be benefitial for future successes.
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All about the experience: what careers in digital marketing look like today
As the traditional marketing world is disrupted by digital innovation, a new set of skills, outlooks, and opportunities are set to define the next wave of marketing leaders.
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How a guerrilla marketing campaign brought Lavapiés’ diversity to life
By stepping away from his laptop and taking part in a guerrilla marketing campaign, Rewire’s Editor-in-Chief discovers the joy of rolling up his sleeves and bringing a touch more color to the Lavapiés neighborhood.
ReadDual Degrees
Financial aid
We offer customized, merit-based aid and loan programs to financially support our students' education and professional success.
Learn more and apply