Kursens undervisningsperiod

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

Nivå/kategori

Breddstudier

Undervisningsspråk

Engelska

Kurstyp

Obligatorisk

Cykel/nivå

Yrkeshögskoleexamen

Rekommenderat studieår

3

Omfattning

5 sp

Kompetensmål

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.

Läranderesultat

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

Innehåll

  • customer experience management overview
  • touchpoints
  • marketing automation tools
  • customer onboarding
  • customer journey mapping
  • experience analytics
  • survey and feedback tools
  • usability testing

Förkunskaper

20 cr completed from the subject module.

Litteratur

Designing Experiences, Rossman Robert, Columbia
Business School
Publishing, 2019
Material in itslearning
Various blogs, websites and handbooks on the web

Studieaktiviteter

  • Föreläsningar - 30 timmar
  • Studiebesök och demonstrationer - 10 timmar
  • Praktiska övningar - 30 timmar
  • Projekt- och produktionsarbete/konstnärlig verksamhet - 40 timmar
  • Nätbaserade - 23 timmar

Arbetsbelastning

  • Kursens totala antal arbetstimmar: 133 timmar
  • Varav självstyrda studieformer: 133 timmar
  • Varav schemalagda studier: 0 timmar

Undervisningsform

Närundervisning

Examinationsformer

  • Demonstrationer och färdighetsprov
  • Essä, rapporter, produktioner och portfolio

Examinationskrav

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

Lärare

Forsström Mikael

Examinator

Forsström Mikael

Antal kursplatser

Ingen begränsning (47 studenter anmälda)

Delprestation i kraft till

12 månader efter kursens slutdatum

Kursanmälningstid

2021-12-22 till 2022-01-06

Examinationsformer

  • Datum meddelas senare - Demonstrationer och presentationer
  • Datum meddelas senare - Rapporter och produktioner
Rumsbokningar
Datum Tid Rum Titel Beskrivning Organisatör
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

Kurs och studieplanssökning