The course takes place in period

3 (2022-01-01 to 2022-03-13)

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

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

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
Room reservations
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

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