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 - content marketing e.g. video, blog, - conversion paths - CTAs - landing pages - touchpoints - marketing automation tools - customer journey mapping - experience analytics - survey and feedback tools - NPS

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

Kursens hemsida

https://arcada.itslearning.com/

Antal kursplatser

Ingen begränsning (1 student anmäld)

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 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-01-20 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-01-27 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-02-03 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-02-10 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-02-17 09:00 - 13:00 F365 Customer Experience Management Forsström Mikael
2022-02-24 09:00 - 13:00 F365 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