The course takes place in period

3 (2024-01-01 to 2024-03-17)

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

In this study unit the focus lies on the following
competencies:

Customer-centric competence

Learning Competence

Technological Competence

Fact-based decision-making competence

SDG´s in focus: 4, 8, 9, 11, 12

Learning outcomes

Upon completion of this study unit:

You know the fundamental concepts of customer
experience management, CEM. (Knowledge)

You have a good understanding of the importance of
VoC programs. (Knowledge)

You have proficiency in the importance of a
customer first culture. (Knowledge)

You know how to plan and create a customer
journey paths to maximize the customer lifetime
value. (Skills)

You have the ability to use marketing automation
platforms to interact with customers. (Skills)

You know how to monitor and analyze customer
experiences across various touchpoints. (Skills)

You have an open mindset to experiment and
optimize for better experiences and interactions
based on multiple metrics. (Approach)

Course contents

- customer experience management overview
- 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:

- Individual assignments
- Group assignments

Teacher

Forsström Mikael

Examiner

Forsström Mikael

Group size

No limit

Assignments valid until

12 months after course has ended

Course enrolment period

2023-11-24 to 2023-12-22

Assessment methods

  • Date will be announced later - Demonstrations and presentations
  • Date will be announced later - Reports and productions

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