Master in Customer Experience & Innovation
- Executive
- Weekend - Spanish
- 60 ECTS
- Oct. 2024 - 12 months
Presentation
This master's degree is taught in SPANISH
According to the latest research into the employment market, nowadays, companies are searching for increasingly creative profiles, with the capacity to resolve problems and think critically. This is primarily due to the fact that these qualities are extremely useful in a context in which new technologies play an ever-more crucial role and organizations are transforming in search of greater insight into their customers’ habits and needs.
The objective of the Master in Customer Experience & Innovation of EAE Business School Madrid is to equip professionals with the sound knowledge required to develop innovation processes successfully.
The Master combines everything that future innovation professionals and specialists in product and service development need to know, always from a highly practical perspective.
At EAE Madrid, we will give you the tools and techniques required so that, on completion of the Master, you will take on a competitive role within your organization and the market, embracing customer-centric thinking and overseeing more agile processes within organizations.
MASTER DEGREE
On successful completion of the program, you will obtain a double qualification: the Master in Customer Experience & Innovation from EAE Business School and the Master in Customer Experience & Innovation from the Universidad Internacional de la Empresa (UNIE).
Reasons to take this master
- Human-Centred Innovation: This program provides solid training on consumer-centric innovation. The customer experience is a brand’s key differential feature.
- Design Thinking: With a practical approach, this programs gives you an insight into the reality of the business world with the guidance of experts using real case studies, all in line with a Design Thinking methodology that promotes the use of highly creative techniques and methods.
- EAE Entrepreneur: Discover our complete service platform! EAE Entrepreneur is our business incubator that helps entrepreneurs transform their ideas into viable projects
- Expert Panel: You will get direct information from pioneering experts and develop skills in the field of innovation in organizational processes.
- Advisory Board: This consultative body helps us develop our programs and enhance our educational model to ensure the excellence of the training we offer executives.
- True Potential Experience: Enjoy an experience that combines the Master in Customer Experience & Innovation with a Personalized Professional Development Plan, guided by a True Potential Advisor, who will help you find, focus and develop your true potential.
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Syllabus
Human-Centred Innovation - 6 ECTS
- Innovation
- Human-centred mindset..
- Human-centred methodologies.
- Digital transformation.
Creativity - 6 ECTS
- How does our brain work?
- Types of thinking.
- Skills linked to creativity: Observation.
- Skills linked to creativity: Memory.
- Connections.
- Associations.
- Limitations.
- Humour.
- Visual thinking.
- Manual thinking.
- Artistic creativity.
- Storytelling
- Definition of the creative profile.
- Creative leadership.
- Creativity and improvisation.
- Combining the creative skills of teams.
Business in Design - 6 ECTS
- Customer vs. User-centric design.
- Business innovation design.
- The holistic business in systems thinking.
- Business challenge and market sizing.
- Value propositioning: value creation vs. value co-creation.
- Creating company vs. customer value.
- Business offering.
- Business modes (B2C, B2B, B2G, B2S).
- The garage experience – value creation applied.
- Revenue models in business design.
- Pricing models in business design.
- Digital solutions and data monetization.
- The garage experience – value capturing applied.
- Types of business model.
- Business model canvas for simple business models.
- Triple model canvas for complex business models.
- Creating a competitive advantage through types of innovation.
- The garage experience – business model innovation applied.
Futures design and sustainability - 6 ECTS
- Introduction: Contemporary macro-context.
- Sustainability I.
- Sustainability II.
- Sustainability III.
- Complexity and change.
- Design as a change culture.
- Understanding emerging developments.
- Extrapolation and foresight techniques.
- Future variability techniques.
- Futures marketing.
- Prototyping futures I. Stories.
- Prototyping futures II. Artifacts and immersive experiences
- Foresight and strategy I: Scenarios for innovation.
- Foresight and strategy II: Backcasting and capacity development.
Service Design Thinking + Innovation Challenge - 6 ECTS
- Concept of Service Design.
- Application scenarios and objectives.
- Rules and strategies of the game.
- Understanding the challenge and research.
- Creativity and ideation.
- Prototyping.
- User testing.
- From the user experience-solution to the business model.
CX tools - 6 ECTS
- Knowing the customer (I).
- Knowing the digital customer (II).
- Knowing the emotional customer (III).
- Measuring the Customer Experience.
- Storytelling.
- Loyalty tools.
- Data-driven approach to the Customer Experience.
- The Service Blueprint as a tool for designing moments.
CX Strategies - 6 ECTS
- Introduction to CX strategy.
- Organizational and market design.
- Principles of strategic design.
- Value proposition and customer relations model.
- Communicating the strategy
- From the strategy to the experience.
- Multichannel strategy.
- Strategic implementation: Analysis of the organizational impact.
- Review of customer strategy.
CX Management - 6 ECTS
- Implementing the Customer Experience – Part I: Making a company customer-centric. Customer experience project management. Continually improving the CX. Keys for successful CX management.
- Implementing the Customer Experience – Part II: The CX team in the company. Internal implementers. Implementing CX through people. Employee Experience
- Technology: CX metrics, customer analytics and KPI program. Customer insights. Digital analytics. Voice of the Customer management (VoC)
- Vision, Design and Innovation: Consumer behaviour and applications to CX- Technological CX solutions. Driving revenue through CX.
- Choose the course that you want to take and which will expand your range of future professional prospects - 10 ECTS
- Master's Thesis - 12 ECTS
Minors
At EAE Business School Madrid, as a school committed to innovation and transformation, we have created an optional specialization program, in an online format, that you can take at the end of your Master.
This educational model gives you the opportunity to acquire new skills and an individualized qualification to set yourself apart in the labour market by enhancing your professional profile.
You will have the option to choose the Minor that best suits your needs.
3 Territories to conquer
1. Consumer experience
Defining, managing and leading the processes effectively in all areas and at both a product and service level to achieve a more positive consumer experience.
2. Continuous improvement
Optimizing the result through the effective use of measuring tools.
3. Strategy
Designing effective strategies and systems for managing integrated services for customers, in both physical and digital settings.
Faculty
Javier Marquina
Creative Director at Coste Inglés. Graduate in Fine Arts, Master in web and multimedia programming, and Master in creation and production of Motion Graphics, Postgraduate in Technocreativity and Innovation, and Master in Design Thinking and Customer experience.
Bethlem Boronath
D. from the Complutense University of Madrid.
Rafa Zaragoza
Co-founder - Creative Director Thinkers Company.
Ramón Ramos
30 years of work experience in multinational companies.
Icíar Martínez Níñez
Markets & Product Director at Onivia. Telecomunications Engineer, Master in Communication, Organization of Events and Protocol.
María Renilla Villalta
COO & Founder at Dersu, COO & Research Director - New Business at Redbility. Engineering and PhD in Computer Science, Executive MBA, Master in Strategic Marketing, Advanced Course in Fashion and Luxury Communication.
Esteban Meléndez
Founder & Brand Manager at BOX? WHATBOX?. Master in Industrial Engineering, MBA, Program in Design Thinking & Business Innovation, Specialization in Data Science & Big Data...
Vanesa Gallego
Director of Digital Strategy, Marketing & Content at Alabra, Graduate in Journalism, Diploma in Publishing and in Public Relations and Protocol, master in Electronic Commerce, Postgraduate in Search and Social Media Marketing.
Professional prospects and entry profile
What you study here and now will have an impact on your career tomorrow. Start imagining your future and take a look at some of the professional prospects that await you.
- Digital Project Manager
- User Experience Specialist: Service Designer, Design Researcher and Visual Designer
- Digital Marketing Manager
- Customer Experience Manager
- UX Specialist
- Chief Digital Officer (CDO)
- Company Creation and Innovation Process Consultant
For access to the Master in Customer Experience & Innovation, candidates must be in at least one of the following circumstances:
- To be in possession of a University Degree in the area of Social Sciences, Law, Languages or Literature.
- Have extensive experience in CX and Innovation.
True Potential Experience
At EAE Business School Madrid, we know that are all born with something that, if you discover and nurture it in time, can make all the difference in your professional career.
With this in mind, EAE Madrid offers you the True Potential Experience: an experience that combines our Master in Customer Experience & Innovation with a Personalized Professional Development Plan.
With True Potential Experience, we want to give you more than just a top-quality education. We want to give you the opportunity to discover your true potential and make it a reality.
Our students on EAE’s Master in Customer Experience & Innovation work in leading companies, such as:
At EAE Business School Madrid, we offer financial support to all the candidates on EAE programs.
EAE Business School grants
Achieving excellence in your studies requires a large dose of energy and perseverance. We like to think that we can offer an extra motivation for students who are working at the highest level. The Academic Excellence grant is awarded to candidates who have displayed extraordinary performance and can accredit an average score on their academic record of over 9.5.
We strive to increase the presence of women in executive positions and promote gender equality in the labour market Over 40% of our students are women, many of whom combine their studies with their professional and personal lives. We want to reward their efforts with this grant, which takes their academic report into consideration, but also their executive potential, leadership capacity and professional background.
Launching an entrepreneurial venture is an exciting journey that requires preparation, the capacity for sacrifice and creativity. We aim to foster entrepreneurial spirit and great business ideas with a grant awarded to directors of SMEs, self-employed professionals and people with their own business project. To be eligible to apply for the grant, the Master candidates must have created a company in the same year.
We are certain that, to achieve a fairer, more participative society, we have to run initiatives designed to foster the talent of people with a disability. With this in mind, we have created a grant for the Master in Marketing and Sales Management that is awarded to the candidate with an accredited disability of at least 33% who has the best academic record.
(Fully covers all training-related expenses during their attendance on international programs).
In the global world in which we now live, it is important to discover new cultures that enable us to enhance our competencies. With this in mind, we offer a grant to students whose program includes an international mobility option on its syllabus (programs that offer students an optional residential program abroad). This grant covers the cost of enrolling at the destination university.
Other ways of financing the master
There are other sources of financial support for studying offered by different institutions and organizations, to which you also have access.
The grants offered by the MAEC (Ministry of Foreign Affairs and Cooperation) and the AECID (International Cooperation Agency for Development) offer the opportunity to take this Master to young and foreign university students who choose to round off their studies in a Spanish university or educational institution. The grants are aimed at candidates with university qualification (and final-year students in some cases).
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