Customer experience management (5 cr)
Code: YT00BO42-3005
General information
- Enrollment
-
20.11.2023 - 04.01.2024
Registration for the implementation has ended.
- Timing
-
20.02.2024 - 19.05.2024
Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 2 cr
- Virtual portion
- 3 cr
- Mode of delivery
- Blended 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
- Course
- YT00BO42
Realization has 4 reservations. Total duration of reservations is 18 h 15 min.
| Time | Topic | Location |
|---|---|---|
|
Sat 09.03.2024 time 08:30 - 15:00 (6 h 30 min) |
Asiakaskokemuksen johtaminen YT00BO42-3005 |
R35D148
Business cafe (aik)
R35C114 Thought lab (Cafe) |
|
Sat 23.03.2024 time 09:00 - 12:00 (3 h 0 min) |
Asiakaskokemuksen johtaminen YT00BO42-3005 |
Zoom
|
|
Sat 20.04.2024 time 09:00 - 12:00 (3 h 0 min) |
Asiakaskokemuksen johtaminen YT00BO42-3005 |
Zoom
|
|
Fri 03.05.2024 time 12:15 - 18:00 (5 h 45 min) |
Asiakaskokemuksen johtaminen YT00BO42-3005 |
R35C113
Experience lab
|
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.
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.