Customer experience management (5 ECTS)
Code: C-10118-CO00FP78-3002
General information
- Enrollment
- 04.11.2024 - 11.04.2025
- Registration for the implementation has ended.
- Timing
- 21.01.2025 - 11.06.2025
- Implementation is running.
- Number of ECTS credits allocated
- 5 ECTS
- Mode of delivery
- On-campus and online
- Institution
- South-Eastern Finland University of Applied Sciences (Xamk), E-kampus
- Teaching languages
- English
- Seats
- 15 - 200
- Course
- C-10118-CO00FP78
Materials
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
Employer connections
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.
Exam schedules
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.
Student workload
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.
Content scheduling
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.
Teaching methods
This is a non-stop course. Students can start their studies approximately within a week after enrolling on this course. In nonstop courses students have 2-3 months time to do their studies. Exact dates the students get from their invitation letter. There are no live lectures or group work in this course. This course is for CampusOnline-students, not for Xamk degree students. Online studies according to the self controlled schedule accelerate studies.
Evaluation scale
Approved/Failed