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
-
YTV23S1Insinööri (ylempi AMK), verkostojohtaminen
-
YSV23S1Sosiaali- ja terveysalan ylempi AMK, verkostojohtaminen
-
ZJAYTV23S1Avoin amk, Verkostojohtaminen, insinööri, Monimuoto
-
ZJAYSV23S1Avoin 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
-
YSV22S1Sosiaali- ja terveysalan ylempi AMK, verkostojohtaminen
-
ZJAYSV22S1Avoin AMK, sote, Verkostojohtaminen, YAMK-polku
-
YTV22S1Insinööri (ylempi AMK), verkostojohtaminen
-
ZJAYTV22S1Avoin amk, Verkostojohtaminen, insinööri, YAMK
-
ZJA22STVEJAvoin 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
-
ZJA21STVJAvoin AMK, tekniikka, Verkostojohtaminen
-
ZJA21SSYVAvoin AMK, sote, Verkostojohtaminen, YAMK-polku
-
YTV21S1Insinööri (ylempi AMK), verkostojohtaminen
-
YSV21S1Master'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