Customer experience management (5 cr)

Evaluation scale

Pass/Fail

Content scheduling

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

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.

Materials

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.

Student workload

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

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

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.