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Customer experience managementLaajuus (5 cr)

Code: YT00BO42

Credits

5 op

Responsible person

  • Jukka Eerola

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.

Qualifications

Bachelor's degree

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.

Enrollment

20.11.2023 - 04.01.2024

Timing

20.02.2024 - 19.05.2024

Number of ECTS credits allocated

5 op

Virtual portion

3 op

Mode of delivery

40 % Face-to-face, 60 % Online learning

Unit

School of Technology

Campus

Main Campus

Teaching languages
  • Finnish
Seats

0 - 30

Degree programmes
  • Master's Degree Programme in Business Network Management
  • Master's Degree Programme in Business Network Management
Teachers
  • Emilia Lahdenperä
Teacher in charge

Emilia Lahdenperä

Groups
  • YTV23S1
    Insinööri (ylempi AMK), verkostojohtaminen
  • YSV23S1
    Sosiaali- ja terveysalan ylempi AMK, verkostojohtaminen
  • ZJAYTV23S1
    Avoin amk, Verkostojohtaminen, insinööri, Monimuoto
  • ZJAYSV23S1
    Avoin AMK, sote, Verkostojohtaminen, YAMK-polku

Objectives

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.

Learning materials and recommended literature

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.

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 for students

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

Evaluation criteria, pass/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.

Prerequisites

Bachelor's degree

Enrollment

01.11.2022 - 05.01.2023

Timing

12.02.2023 - 30.04.2023

Number of ECTS credits allocated

5 op

Mode of delivery

Face-to-face

Unit

School of Technology

Campus

Main Campus

Teaching languages
  • Finnish
Seats

0 - 35

Degree programmes
  • Master's Degree Programme in Business Network Management
Teachers
  • Jukka Eerola
Teacher in charge

Jukka Eerola

Groups
  • YSV22S1
    Sosiaali- ja terveysalan ylempi AMK, verkostojohtaminen
  • ZJAYSV22S1
    Avoin AMK, sote, Verkostojohtaminen, YAMK-polku
  • YTV22S1
    Insinööri (ylempi AMK), verkostojohtaminen
  • ZJAYTV22S1
    Avoin amk, Verkostojohtaminen, insinööri, YAMK
  • ZJA22STVEJ
    Avoin amk, Verkostojohtaminen, Monimuoto

Objectives

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.

Learning materials and recommended literature

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.

Practical training and working life connections

Visiting lectures in contact days.

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 for students

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

Evaluation criteria, pass/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.

Prerequisites

Bachelor's degree

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

School of Technology

Campus

Main Campus

Teaching languages
  • Finnish
Seats

0 - 40

Degree programmes
  • Master's Degree Programme in Business Network Management
Teachers
  • Janne Hepola
  • Jukka Eerola
Teacher in charge

Jukka Eerola

Groups
  • ZJA21STVJ
    Avoin AMK, tekniikka, Verkostojohtaminen
  • ZJA21SSYV
    Avoin AMK, sote, Verkostojohtaminen, YAMK-polku
  • YTV21S1
    Insinööri (ylempi AMK), verkostojohtaminen
  • YSV21S1
    Master's Degree Programme in Business Network Management

Objectives

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.

Learning materials and recommended literature

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.

Practical training and working life connections

Visiting lectures in contact days.

Exam dates and retake possibilities

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 for students

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

Evaluation criteria, pass/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.

Prerequisites

Bachelor's degree