Customer experience management (5cr)

Code

General information

Enrollment: 01.11.2022 - 05.01.2023; Registration for the implementation has ended.

Timing: 12.02.2023 - 30.04.2023; Implementation has ended.

Number of ECTS credits allocated: 5 cr

Local portion: 5 cr

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: YSV22S1
Sosiaali- ja terveysalan ylempi AMK, verkostojohtaminen; ZJAYSV22S1
Avoin AMK, sote, Verkostojohtaminen, YAMK-polku; YTV22S1
Insinööri (ylempi AMK), verkostojohtaminen; ZJAYTV22S1
Avoin amk, Verkostojohtaminen, insinööri, YAMK; ZJA22STVEJ
Avoin amk, Verkostojohtaminen, Monimuoto

Course: YT00BO42

Unfortunately, no reservations were found for the realization Customer experience management YT00BO42-3002. It's possible that the reservations have not yet been published or that the realization is intended to be completed independently.

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.