Academic Programs Catalog

The Eli Broad College of Business and The Eli Broad Graduate School of Management

Department of Marketing

Graduate Study
Customer Experience Management - Master of Science

The Master of Science degree in Customer Experience Management prepares individuals for careers in customer experience management. The degree can be completed in one calendar year (full-time) or twenty months (part-time). The program is specifically designed to develop skills in organizational development and change, understanding customers and employees, experience design and innovation, employee experience and engagement, and data analytics and continuous improvement technical skills. The program is available only online.

In addition to meeting the requirements of the university and of the Eli Broad College of Business and Graduate School of Management, students must meet the requirements specified below.


For admission to the master's degree program in customer experience management on regular status, the student must:

  1. Submit to the Department of Marketing a completed application packet that is available from the department.
  2. Have a bachelor’s degree from a recognized educational institution.
  3. Have a grade-point average of at least 3.00 in the last two years of undergraduate work.
  4. Take the Graduate Management Admission Test (GMAT) and have the scores submitted to the Master of Science in Customer Experience Management program. The test must be taken not more than five years prior to the submission of the application for admission to the program. The GMAT score may be waived based on previous work experience.

Admission to the program is competitive, and meeting the minimum standards listed above does not guarantee admission. The applicant’s overall record is considered including letters of recommendation, the student’s statement of objectives, work experience, extra-curricular activities, and TOEFL scores (for international students). Admission is also subject to space availability.  

Prior to enrollment in the Master of Science degree in Customer Experience Management, the student must have:

  1. a working knowledge of personal computers including word processing, spreadsheets, networking, and database management systems.
  2. a basic understanding of marketing and the management of people.
  3. a lap-top computer.

Students who do not meet the requirements for admission to the program on regular status may be admitted on a provisional basis to remove deficiencies. Collateral course work will not count towards the requirements for the degree.

Requirements for the Master of Science Degree in Customer Experience Management

The Master of Science degree in Customer Experience Management is available only under Plan B (without thesis). A total of 30 credits are required for the degree.

The students must complete the following:

MKT 878 The Customer-Centric Organization 2
MKT 879 Organizational Development and Change 2
MKT 880 Consumer Decision Making and Behavior 2
MKT 881 Qualitative Research 2
MKT 883 Qualitative Data Synthesis and Analysis 2
MKT 885 Experience Analytics 2
MKT 886 Human-Centered Design and Innovation 2
MKT 887 Customer Experience Strategy 2
MKT 888 Customer Experience Design 2
MKT 889 Digital Customer Experience Design 2
MKT 892 The Employee Experience 2
MKT 893 Employee Engagement 2
MKT 895 Customer Relationship Management 2
MKT 896 Measuring the Experience 2
MKT 897 Data Analysis, Integration and Visualization 2