• Customer experience management (YT00BO42-3002),
         12.02.2023 – 30.04.2023,  5 cr  (YSV22S1, ...) — Face-to-face +-
    Learning outcomes of the course
    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.
    Prerequisites and co-requisites
    Bachelor's degree
    Course contents
    Kurssilla tutustutaan monipuolisesti asiakaskokemukseen ja sen johtamiseen organisaatioissa. (not translated)
    Assessment criteria
    Assessment criteria, passed/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. (not translated)
    Language of instruction

    Finnish

    Planned learning activities, teaching methods and guidance

    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.

    Lecturer(s)

    Jukka Eerola

    Learning materials and recommended literature

    TBA

    Lecturer(s)

    Jukka Eerola

    Working life cooperation

    Visiting lectures in contact days.

    Campus

    Main Campus

    Timing

    12.02.2023 - 30.04.2023

    Learning assignments and student workload

    Four contact days 20 h (2 face-to-face, 2 online)
    Learning assignments 80 h
    Other independent study 35 h

    Enrollment

    01.11.2022 - 05.01.2023

    Content scheduling

    The course proceeds as follows:
    1st online contact day
    1st contact day
    2nd online contact day
    2nd contact day

    Groups
    • YSV22S1
    • ZJAYSV22S1
    • YTV22S1
    • ZJAYTV22S1
    • ZJA22STVEJ
    Seats

    0 - 35

    Assessment methods

    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.

    Degree Programme

    Master's Degree Programme in Business Network Management

    Mode of delivery

    Face-to-face

    Credits
    • 5 cr
    Unit

    School of Technology