Master in Customer Experience - Online

Inesdi's Master in Customer Experience will equip you with the necessary skills to lead strategic decisions aimed at maximizing the customer relationship and satisfaction model, learning how to anticipate their needs and desires, in the current high uncertainty and competitive landscape, generating and implementing changes in organizations, so that they obtain a competitive advantage by placing the consumer at the center of their strategy.

Completion of this program allows new skills and abilities to be obtained so that the professionals who study it can successfully lead projects in the field of Customer Experience in their respective companies and thus be able to respond to the needs of the current business environment.

Reasons to study at Inesdi

• Methodology
  Our methodology fully adapts to your time and needs, thus being able to combine your academic life with personal and professional life. In addition, you will have all the necessary support during the program so that you can develop professionally and personally.
• Faculty
  You will learn from leading practitioners in their sector and business area who are active. Our faculty is in first-hand contact with the changes that are taking place in the sector, as well as with the new trends, tools and functionalities that are being developed.
• ThinkDigital Challenge
  You will work on a Master's Final Project that will base its premises on the real needs of top-level companies. In addition, you will start working on it from the beginning, so that you will be able to apply all the knowledge that you acquire throughout the program.
• stage
  In the different face-to-face activities, you will meet classmates, teachers and companies linked to the school. You will be able to participate in networking dynamics, project presentations, masterclasses and visits to companies for a whole week. In addition, you will have a coworking at your disposal.

The Master in Customer Experience is structured in 10 modules organized in 3 blocks of 5ECTS each, plus a final master project of 10ECTS. Each of the modules has a duration of one month and is carried out asynchronously, that is, the students complete a single module per month.

• Module 1. - Define and develop a Customer Experience strategy
• Module 2. - Context and omnichannel content strategies
• Module 3. - Design of experiences predicting consumer behavior through Neuromarketing
• Module 4. - Measure and optimize the customer experience
• Module 5. - Dynamic management of the relationship with the client
• Module 6. - Using a MarTech Strategy to Drive Dynamic Customer Experiences
• Module 7. - Measurement and monitoring of ROI throughout the Customer Life Cycle
• Module 8. - Employee experience
• Module 9. - Implementation of CX in an organization. OKRs
• Module 10. - ABM Experience. Account Based Marketing + CX + B2B

Final Master project

It is an academic-practical work that the students will carry out, transversely. The objective of this work is to favor the practical application of the knowledge, methodologies and tools seen throughout the master's degree.

1. Understand the importance of establishing and prioritizing global customer experience strategies to impact each stage of the consumer journey
2. Design and implement dynamic experiences with omnichannel impact, relevant to the customer, and that generate measurable return on business growth
3. Get relevant insights from customer data analysis through customer intelligence
4. Learn about the most innovative marketing technologies to acquire, retain and expand new customer relationship models
5. Measure and optimize initiatives that impact CX during the customer life cycle
6. Obtain the necessary skills to align any organization in the value that the implementation of CX strategies will generate and obtain the necessary resources for its implementation

The Universitat Politècnica de Catalunya (UPC), based in Barcelona, was established in 1971 and, since then, has become one of the leading polytechnic universities in Europe. It is a public institution for research and higher education in the fields of engineering, architecture, science and technology.

Upon completion of the program, students will earn:

• A title of your own from Inesdi Digital Business School
• An own degree accredited by the UPC, if the requirements of the University are met at the end of the program

Upon completion of the program, students will be equipped with a unique career profile that will prepare them for positions such as:

• Experience Director (CXO - Chief Customer Officer)
• User experience consultant
• Interaction designer
• Product or service design manager