Asiakaskokemuksen johtaminen (5 cr)
Code: YT00BO42-3001
General information
Enrollment
01.11.2021 - 09.01.2022
Timing
12.02.2022 - 15.05.2022
Number of ECTS credits allocated
5 op
Mode of delivery
Face-to-face
Unit
Teknologiayksikkö
Campus
Pääkampus
Teaching languages
- Finnish
Seats
0 - 40
Degree programmes
- Verkostojohtaminen, teknologia (YAMK)
Teachers
- Janne Hepola
- Jukka Eerola
Teacher in charge
Jukka Eerola
Groups
-
ZJA21STVJAvoin AMK, tekniikka, Verkostojohtaminen
-
ZJA21SSYVAvoin AMK, sote, Verkostojohtaminen, YAMK-polku
-
YTV21S1Insinööri (ylempi AMK), verkostojohtaminen
-
YSV21S1Verkostojohtamisen tutkinto-ohjelma, YAMK
Objective
After this course student will
i) understand meaning of customer experience for organizations
ii) know, what does customer experience means
iii) understand how to measure and develop customer experience using different methods
iv) know process of customer experience management and understand related challenges.
Content
Kurssilla tutustutaan monipuolisesti asiakaskokemukseen ja sen johtamiseen organisaatioissa.
Oppimateriaali ja suositeltava kirjallisuus
TBA
Teaching methods
Teaching and learning methods used are lectures, discussions and working together as well as learning assignments in the form of individual and group works. The reflection and feedback are used to support the learning.
Employer connections
Visiting lectures in contact days.
Exam schedules
Opintojaksolla ei ole tenttiä.
Student workload
Four contact days 20 h (2 face-to-face, 2 online)
Learning assignments 80 h
Other independent study 35 h
Content scheduling
The course proceeds as follows:
1st online contact day
1st contact day
2nd online contact day
2nd contact day
Further information
Competence assessment is based on criteria and the assessment is done by the responsible teacher when all learning assignments have been completed. The evaluation decision is made on a scale of: accepted/failed. The assessment material consists of the learning assignments of the course.
Evaluation scale
Pass/Fail
Assessment criteria, approved/failed
Ymmärrät asiakaskokemuksen merkityksen organisaatiolle strategisena ratkaisuna. Tunnet asiakaskokemuksen johtamisen prosessin ja tunnistat siihen liittyviä haasteita. Osaat mitata asiakaskokemusta eri menetelmiä käyttäen ja hyödyntää mittaustuloksia asiakaskokemuksen kehittämisessä.
Qualifications
Bachelor's degree