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
- 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
The course takes place in period
3 (2022-01-01 to 2022-03-13)
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
The aim of the course is that students will learn
the concepts of customer experience management
and be
able to help organizations to become truly
customer
centric. The student knows after the completion
of the course
what it takes to create a positive customer
experience
with a goal to deliver real value at every single
customer
touch point.
With marketing automation tools students deliver
the right information
to the right person at the right time. Students
learn how to optimize
customer interactions to reduce churn, increase
revenue and enable growth.
Learning outcomes
After the completion of the course, students:
- Understand the fundamental concepts of customer
experience management, CEM
- Understands the importance of a customer first
culture
- Can plan and create a customer journey path to
maximize the customer lifetime value.
- Are able to monitor and analyse customer
experiences across various touchpoints
- Can optimize for better experiences and
interactions based on multiple metrics
- Are able to identify, develop and implement
communication to delight customers
- Understand data in the customer feedback to
extract value from surveys, complaints
and interactions
Course contents
- customer experience management overview
- marketing automation tools
- customer journey mapping
- customer onboarding
- experience analytics
- survey and feedback tools
- usability testing
Prerequisites and co-requisites
20 cr completed from the subject module.
Recommended or required reading
Designing Experiences, Rossman Robert, Columbia
Business School
Publishing, 2019
Material in itslearning
Various blogs, websites and handbooks on the web
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
Forsström Mikael
Examiner
Forsström Mikael
Home page of the course
Group size
No limit (47 students enrolled)
Assignments valid until
12 months after course has ended
Course enrolment period
2021-12-22 to 2022-01-06
Assessment methods
- Date will be announced later - Demonstrations and presentations
- Date will be announced later - Reports and productions
Date | Time | Room | Title | Description | Organizer |
---|---|---|---|---|---|
2022-01-13 | 11:00 - 13:30 | Customer Experience Management | Forsström Mikael | ||
2022-01-20 | 09:45 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-01-27 | 09:00 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-02-03 | 09:00 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-02-10 | 09:00 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-02-17 | 09:00 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-02-24 | 09:00 - 13:00 | Customer Experience Management | Forsström Mikael | ||
2022-03-03 | 09:00 - 13:00 | F365 | Customer Experience Management | Forsström Mikael | |
2022-03-10 | 09:00 - 13:00 | F365 | Customer Experience Management | Forsström Mikael |