Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University.

He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level.

If you are thinking about advancing your education and you're a CX practitioner, or if you are an employer interesting in preparing leaders to contribute to revenue growth by earning customer loyalty, this episode is a must.

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 (CXM) solutions to organizations and audiences around the world through consulting, workshops and presentations. Prior to joining academia, Tom enjoyed a career in the hospitality industry, where he served in senior management roles in the USA and Asia.

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