The course is included in these curricula and study modules
- Information technology 2018 - Digital transformation
- Business administration 2016 (logistics) - Digital transformation
- Business administration 2016 (marketing) - Digital transformation
- Business administration 2016 (tourism) - Digital transformation
- Business administration 2017 (logistics) - Digital transformation
- Business administration 2017 (marketing) - Digital transformation
- Business administration 2017 (tourism) - Digital transformation
- Business administration 2018 (logistics) - Service development
- Business administration 2018 (marketing) - Service development
- Business administration 2018 (tourism) - Service development
- Business administration 2019 - Service development
- Business administration 2020 - Service development
- Business administration 2021 - Service development - advanced studies
- Business administration 2022 - Service development - advanced studies
- Business administration 2023 - Service development - advanced studies
- International business 2016 - Digital transformation
- International business 2017 - Digital transformation
- International business 2018 - Service development
- International business 2019 - Service development
- International business 2020 - Service development
- International business 2021 - Service development - advanced studies
- International business 2022 - Service development - advanced studies
- International business 2023 - Service development - advanced studies
The course takes place in period
3 (2024-01-01 to 2024-03-17)
Level/category
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
Home page of the course
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