Digital Customer Experience Management (5op)

Arviointimenetelmät ja arvioinnin perusteet

1 - 5

Arviointiasteikko

H-5

Sisällön jaksotus

Information available on the course moodle environment

Tavoitteet

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

Sisältö

- 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

Aika ja paikka

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

Oppimateriaalit

Information available on the course moodle environment

Opetusmenetelmät

Information available on the course moodle environment

Harjoittelu- ja työelämäyhteistyö

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.

Tenttien ajankohdat ja uusintamahdollisuudet

Information available on the course moodle environment

Opiskelijan ajankäyttö ja kuormitus

Total Hours 133h Contact sessions: 20 hours Independent and group assignments: 110hrs Consultation sessions: 3 hours