Digital Customer Experience Management (5cr)
Code
General information
- Enrollment
- 01.01.2026 - 15.01.2026
- Registration for introductions has not started yet.
- Timing
- 14.04.2026 - 05.05.2026
- The implementation has not yet started.
- Number of ECTS credits allocated
- 5 cr
- Institution
- Lapland University of Applied Sciences, Online: 14.4., 17.30-20.30 21.4., 17.30-20.30 28.4., 17.30-20.30 5.5., 17.30-20.30
- Teaching languages
- English
- Seats
- 0 - 10
- Course
- C-10108-YAMK158
Unfortunately, no reservations were found for the realization Digital Customer Experience Management C-10108-YAMK158-3004. It's possible that the reservations have not yet been published or that the realization is intended to be completed independently.
Evaluation methods and criteria
1 - 5
Evaluation scale
H-5
Content scheduling
Information available on the course moodle environment
Objective
To develop the student’s ability to apply customer experience management (CEM) strategy as a core element of the digital customer value management. This includes new perspectives on the customer experience management and exploitation of touchpoint data to support marketing and business decisions. To use selected methods for analyzing the customer experience strategy and process of a company and the exploitation of such customer insight to deliver optimal experiences at all times and in defining business strategy, competitive differentiation (brand promise) and profitability in a digital business context. Lastly to offer student the ability to carry out demanding specialist tasks independently in the strategic management of customer experience through Touch-Point management and its exploitation to support marketing strategy and the strategic management of the business. Main competences on the course: proactive development, operating in a workplace
Content
- Customer value management (CVM) - Digital Customer Experience Management - Types of customer experience - Customer experience journey - Branded Experience - Leading the CEM strategy in an organization - Touchpoints - Voice of the customer (VOC) Management - Touchpoints analysis - Touchpoint data collection and analytic tools - Analyzing and interpretation of customer insight data for strategic insights - Use and implementation of CX analytics - Presentation of development options and their possible implementation
Location and time
Online: 14.4., 17.30-20.30 21.4., 17.30-20.30 28.4., 17.30-20.30 5.5., 17.30-20.30
Materials
Information available on the course moodle environment
Teaching methods
Information available on the course moodle environment
Employer connections
There is one major development task which have to be made in steps. (More information is available on moodle) The practical orientation and integration with development work will be accomplished with project task that will made with a real case company. Students have to source their own case companies for the course.
Exam schedules
The course require the delivery of a group report and the deadline are found in the moodle environment for the course. Dealing with failed courses: The consequence of a FAIL is that the assignment must be re-submitted again after considerable repairs and improvements. Participation in next year's course (A Fail can only be administered when the total assignment shows the criteria of Fail.
Student workload
Total Hours 133h Contact sessions: 20 hours Independent and group assignments: 110hrs Consultation sessions: 3 hours