The course takes place in period

3 (2023-01-01 to 2023-03-19)

Level/category

Extension studies

Teaching language

English

Type of course

Compulsory

Cycle/level of course

First

Recommended year of study

3

Total number of ECTS

5 cr

Competency aims

Customer-centric competence
Learning Competence
Technological Competence
Fact-based decision-making competence

Learning outcomes

- the knowledge in fundamental concepts of
customer experience
management, CEM
- an understanding of the importance of a customer
first culture
- the skills needed to plan and create a customer
journey path to
maximize the customer lifetime value.
- the skills to build wireframes for mobile
applications and develop
these into prototypes
- the ability to monitor and analyze customer
experiences across various touchpoints
- a data-driven mindset to optimize for better
experiences and
interactions based on multiple metrics
- the skills to identify, develop and implement
content to delight customers
- an understanding of the importance of VoC
programs and a
capability to extract value from surveys,
complaints, and interactions

Course contents

- customer experience management overview
- Mobile app simulation
- UX and UI
- Customer onboarding
- Activecampaign marketing automation platform
- Chatbots
- experience analytics
- survey and feedback tools

Prerequisites and co-requisites

20 cr completed from the subject module.

Recommended or required reading

The Swipe-Right Customer Experience: How to Attract,
Engage, and Keep Customers in the Digital-First
World, Sanna Eskelinen, Belinda Gerdt

Creating Customer Loyalty, Build Lasting Loyalty
Using Customer Experience Management, Chris Daffy

Study activities

  • Lectures - 30 hours
  • Excursions and demonstrations - 10 hours
  • Practical exercises - 30 hours
  • Project- and production work/artistic activities - 40 hours
  • Internet-based studies - 23 hours

Workload

  • Total workload of the course: 133 hours
  • Of which autonomous studies: 133 hours
  • Of which scheduled studies: 0 hours

Mode of Delivery

Participation in tuition

Assessment methods

  • Demonstrations and proficiency exams
  • Essays, reports, productions and portfolio

Assessment requirements

To pass the course the student should
accomplish the following:

Examination 1: Hand-in assignments during the
course
Examination 2: : Present the final project in a
final seminar

Teacher

Remes Katja

Examiner

Forsström Mikael

Group size

No limit (28 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2022-12-26 to 2023-01-05

Assessment methods

  • Date will be announced later - Demonstrations and presentations
  • Date will be announced later - Reports and productions
Room reservations
Date Time Room Title Description Organizer
2023-01-17 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-01-24 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-01-31 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-02-07 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-02-14 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-02-21 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-02-28 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-03-07 08:30 - 11:30 F365 Customer Experience Management Remes Katja
2023-03-14 08:30 - 11:30 F365 Customer Experience Management Remes Katja

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