Customer Experience Management – Major of the Master in Marketing Management

Luiss Business School Roma (Luiss BS Roma)

• Lokalizacja Rzym, Włochy
• Degree Type Master
• Start Date 27/09/2021
• Duration 1 year
• Application Deadline Request info
• Language Angielski
• Attendance On Campus
• Dedication Full-time
• Pace Instructor-paced
• Tuition fees 16000 €

Program description

Objectives of the Major in Customer Experience Management

Today more than ever, customers expect personalized experiences, a “transparent” relationship, efficient delivery and immediate satisfaction. There is no doubt that through the managerial management of the service it is possible to improve the Customer Experience and generate an advantage in the new competitive arena where product, quality and price are no longer sufficient to have full customer satisfaction. For these reasons, the Major in Customer Experience Management aims at providing a real understanding of the customer and the variables that influence its experience in the multiple interactions with the company. It represents a fundamental requirement for any organization that aspires to become “customer-centric”.

ECTS

The Master’s Degree Programme in Marketing Management – Major in Customer Experience Management is a one-year Master of Science equivalent to “Master Universitario di I livello” in accordance with the Italian university system. It provides students with at least 60 ECTS – European Credit Transfer and Accumulation System. At the end of the Programme, the Master’s Diploma “Master Universitario di I livello” will be conferred to participants who have passed exams or others assessment tests envisaged in the study program.

Target audience of the Major in Customer Experience Management

The Major in Customer Experience Management is aimed at recent graduates — or those graduating soon — interested in developing competencies in the industry.

Career prospects

The programme puts students on career paths in a wide range of organisations in positions such as:

• Customer Experience Consultant, Customer Insights and Journey Specialist
• Customer Relationship Management Specialist
• Customer Experience Design Specialist
• Brand and Customer Specialist
• Customer Experience Manager

Curriculum

The curriculum of the Major in Customer Experience Management is designed to ensure and support the progressive professional and personal growth of students who benefit from a productive learning experience: lessons, case studies, group work sessions, and a high-level faculty comprised of both academics and professionals.

Induction week

The induction week is an introductive week to the Major in Customer Experience Management during which students can settle in and familiarise themselves with life on campus. Ice-breaking labs, seminars, workshops, and presentations allow students to meet their classmates and get a better idea of the services offered by Luiss Business School, as well as curricular and extracurricular activities.

• General management
• Strategy
• Economics of Strategy
• Accounting & Performance Measurement
• Financial Management
• Organization and People Management
• Business Law

Core courses

• Advanced Marketing Management
• Marketing Metrics

Advanced courses

• Marketing research, customer analytics & big data per il Marketing
• Decision Making Processes
• Service Marketing
• Digital & Social Media Marketing
• Customer Experience Management
• CRM & Customer Knowledge
• Technology & CX Innovation
• Acquisition, Cross-selling & Loyalty
• Customer Engagement & Branding
• Customer Behaviour in B2B Market

Learning Labs

Learning labs focus on personal development. During the programme, students develop cross-functional and soft skills by attending sessions to cultivate intellectual flexibility, develop problem solving skills, learn to adapt in diverse situations and refine cross-cultural awareness.

Internship

The curricular internship is generally done at the end of the Major in Customer Experience Management and represents an opportunity for students to combine theory and hands-on experience, coming into direct contact with professionals working in the industry. The Career Service Office supports students in their search for internship opportunities, thus helping to broaden their career prospects and giving them the possibility to acquire the necessary work experience, increasing and improving their skills and expanding their business network.

Academic Calendar

The Master’s Degree Programme in Marketing Management – Major in Customer Experience Management lasts 12 months and it is divided in 4 terms.