Housed in the Broad College of Business at Michigan State University and founded in 2018, CXM@MSU is dedicated to advancing the field of customer experience management (CXM). It does so through a variety of initiatives, including the CXM Best Practices Symposium (now known as CXM 360), public and custom workshops, and collaboration with industry on course-based projects. CXM@MSU is also in the late stages of creating a master's degree program in customer experience management (MS-CXM), which will be the first of its kind in North America and is expected to launch in May, 2022.

CXM@MSU is particularly proud of its Cooperative, a group of 39 organizations who support each other and the field of customer experience management, by ensuring employee participation in one of six action teams corresponding to the CXM competencies identified above through support groups, mentorship, peer coaching, and conference and webinar delivery. If you're interested in learning more about the CXM@MSU Collaborative, please contact CXM@MSU Director Tom DeWitt at

Started in Spring 2019 as the CXM Best Practices Symposium, CXM 360 was created to bring industry people together to share practical ideas and methods in the field of customer experience management. Including topics on understanding the customer, experience design, organizational development and change, customer engagement, employee engagement, and customer feedback and continuous improvement, CXM 360 is known for case studies and practical solutions to everyday CX issues. We're also proud to include practitioners from UX, patient experience, and customer success fields. Beginning this year, CXM 360 will be organized by six primary competencies of customer experience management (The Customer-Centric Organization, Understanding the Customer and Employee, Experience Design, Employee Experience and Engagement, Data Analytics and Visualization, and Diversity, Equity and Inclusion), offering participants the most comprehensive view of customer experience management.

CXM 360