DURATION
4 Semesters
LANGUAGES
Portuguese
PACE
Part time
APPLICATION DEADLINE
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EARLIEST START DATE
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STUDY FORMAT
Distance Learning
Key Summary
Scholarships
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Introduction
The Master in Consumer Experience Management, students will be prepared to:
Know and manage the fundamentals of the responsive and customer centric marketing model, knowing how to manage users' purchase and consumption journeys, using both data marketing technologies and tools, integrating them with the multidisciplinary concepts and practices of applied social and behavioral sciences . Strategically manage market and consumer intelligence, supporting decision-making in increasingly dynamic and complex business environments, generating an innovative advantage for the company. Using the various points of contact in an integrated way to communicate and serve your audiences and targets in an individualized and responsive way, knowing their media and content consumption profiles in the omnichannel environment. In a collaborative environment, students and professors will discuss valuable approaches to the area, in order to plan a course completion project focused on research and customer and user centric strategies, which should be thematized and developed throughout the course.
Curriculum
what will you learn
In a collaborative environment, students and professors will discuss approaches of value to the area, in order to plan a course conclusion project focused on customer and user centric research and strategies, which should be thematized and developed throughout the course.
The course subjects will be conducted by professors with extensive professional and academic experience in the respective topics, supported by web conferencing classes that provide real-time interaction between professors and students and with the use of current cases, texts and bibliographic indications.
- Integrating Discipline
Customer Experience Management and Customer Centric Strategies
- Customer Service & Customer Success
- Digital Analytics and Social Intelligence
- Digital Channel Management and Omnichannel
- Customer Centric Marketing and Strategies
- Excellence in Customer Service
- Business Strategies in CX and UX
- CX Metrics
- Inbound & Content Strategies
- Customer Centric Technologies
- Social CRM and Customer Loyalty
Applied Social and Behavioral Sciences
- Design Thinking and Service Design
- Consumer Behavior and Experience
- Strategic Analysis of Trends and Innovation
- Shopper Experience
- Behavioral Sciences and Neurosciences
Course Completion Work (TCC)
- Applied Completion Project (PCA)
*At the end of the course, students will present the course conclusion work (TCC) in person to a panel of professors. The presentation takes place at one of the ESPM units, in São Paulo, Rio de Janeiro or Porto Alegre.
Gallery
Ideal Students
alumni profile
At the end of the course students will be able to:
- Perform Customer Centric creation and strategic planning functions; and
- Creation and planning of Customer Centric practices and actions.
for whom it is intended
- Professionals from the most diverse areas who work directly with consumers and are concerned with developing human and collaborative strategies for marketing, communication and advertising, design, market research, strategic planning, and expanding their knowledge in the area of behavior and culture studies, of the new scenarios and channels of interaction with people and consumers. Professionals interested in the study of behavior and social experiences and the application of disciplines and analytical techniques to the business environment.
- Leaders of marketing, branding, market intelligence, customer service, sales and relationship teams; research and analytics: consultants and entrepreneurs who want to improve themselves to understand and serve, and format new businesses with a focus on the relevance and experience of users and consumers in the segment of interest.
- Companies, advertising and communication agencies that need to train their teams in the planning area. Coordinators and managers of several business segments linked to the relationship and management of the customer base.