#55: Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management. Key Takeaways from the interview: 1️⃣ Bridging the skills gap: The MSU CXM Masters program was created to address the fragmented nature of the industry and provide professionals with the broad skill set necessary to effectively manage the customer experience. With 15 courses and 15 different faculty members, including industry practitioners and specialists, this program offers a comprehensive learning experience. 2️⃣ Team-Based Learning: Unlike traditional lecture-based teaching, the MSU program emphasizes interactive and engaging team-based learning. Students work on real-world case studies, collaborate with classmates, and learn from each other's expertise. The strong bonds formed among students create a supportive and enriching learning environment. 3️⃣ Access to industry leaders: With a faculty comprised of experienced practitioners, including VPs of CX, students in the MSU CXM Masters program have unparalleled access to professionals who have been there and done that. Learning from their insights and experiences adds immense value to the program. If you have a passion for customer experience and are looking to enhance your skills, I highly recommend considering the MSU CXM Masters program. It's a game-changer in the industry, providing the knowledge and credentials needed to thrive in the field of customer experience management. For more information about the program, interested applicants and companies should visit https://broad.msu.edu/marketing/cxm/. Here's some interesting research that supported the creation and launch of the new degreed program at MSU: According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program. Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master’s degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master’s degree in the next 5 years would be extremely likely to apply to this MS-CXM degree. Meet Tom DeWitt, Ph.D Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. For more than a decade Dr. DeWitt has also provided customer experience management Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter