Study Guide

Objective

On completion the course the student understands the impact of digital customer experience (DCX) for competitive advantage and the role of customer experiences as part of the corporate culture. The student knows how to use agile customer driven research methods and is familiar with digital service channels, tools, solutions, platforms and production. The student is able to plan and produce online value and automated digital processes. The student knows how to measure and track digital customer experiences.

Content

* Digital customer experience development and competitive advantage
* Excellent customer experiences as part of the corporate culture
* Agile customer driven research methods
* Digital service channels, tools, solutions and platforms
* Planning and creating online value
* Producing automated digital processes and AI

Prerequisites

Completed Higher Education Degree

Assessment criteria, satisfactory (1)

Sufficient performance: has completed basic requirements to pass the course and has made an attempt to apply and articulate concepts and information both verbally and in writing but has not made enough effort overall. The student has demonstrated little effort, interest and motivation for individual or team activities / assignments and the output is rather weak.

Assessment criteria, good (3)

Good overall performance: can apply and articulate concepts and information well both verbally and in writing, certain areas of individual or team output require further attention; shows appropriate level of interest and motivation in individual and team activities. Good presentation delivery and analysis.

Assessment criteria, excellent (5)

Excellent performance in all elements of the course: shows interest and motivation in individual and team activities and assignments, fully applies and clearly articulates concepts and information both verbally and in writing. The student is able to support his/her argument with references to the recommended reading and lecture content. Excellent presentation delivery and analysis.

Assessment criteria, approved/failed

Sufficient performance: has completed basic requirements to pass the course and has made an attempt to apply and articulate concepts and information both verbally and in writing but has not made enough effort overall. The student has demonstrated little effort, interest and motivation for individual or team activities / assignments and the output is rather weak.