Customer experience management (5 op)

Oppimateriaalit

This course is carried out in Learn digital environment. It is designed to provide participants with the management and customer service skills required to succeed in a service management career. Recommended study books: - Meyer C., André Schwager A., 2021 Understanding Customer Experience - Gavrilescu M. et.al, 2020 Customer Experience in eCommerce (eBook) - Prior, Daniel D.,, 2023 B2B customer engagement strategy : an introduction to managing customer experience - Martin, James W., 2021 Operational excellence : breakthrough strategies for improving customer experience and productivity

Harjoittelu- ja työelämäyhteistyö

Learning requires that you familiarise yourself with the topics covered in the Study Course and master them both in theory and in practice. You demonstrate your competence as evidence of competence, the extent of which is determined by the learning objectives of the course.

Tenttien ajankohdat ja uusintamahdollisuudet

Each course topic has a test or quiz. At the end of the course you are supposed to pass the final course test. All tests and quizzes are graded automatically and time limited.

Opiskelijan ajankäyttö ja kuormitus

The course is 5 ECTS. The student's workload is 135 hours. However, the amount of work depends on your study skills and previous knowledge.

Sisällön jaksotus

Study course themes: - Marketing in the experience economy - Customer experience concept - Design thinking, customer journey map - Engaging customers in co-creation process - Building a customer experience culture In each implementation, you will find a theory part related to the topic. Themes are clarified and deepened during the topics and independently by familiarising yourself with the study material.

Opetusmenetelmät

Tämä on CampusOnline-toteutus, eikä ole tarkoitettu Xamkin tutkinto-opiskelijoille.

Arviointiasteikko

Hyväksytty/Hylätty