Kursen ingår i dessa läroplaner och studiehelheter
- Informationsteknik 2018 - Digital transformation
- Företagsekonomi 2016 (logistik) - Digital transformation
- Företagsekonomi 2016 (marknadsföring) - Digital transformation
- Företagsekonomi 2016 (turism) - Digital transformation
- Företagsekonomi 2017 (logistik) - Digital transformation
- Företagsekonomi 2017 (marknadsföring) - Digital transformation
- Företagsekonomi 2017 (turism) - Digital transformation
- Företagsekonomi 2018 (logistik) - Service development
- Företagsekonomi 2018 (marknadsföring) - Service development
- Företagsekonomi 2018 (turism) - Service development
- Företagsekonomi 2019 - Service development
- Företagsekonomi 2020 - Service development
- Företagsekonomi 2021 - Tjänsterutveckling - avancerade studier
- 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 - Tjänsterutveckling - avancerade studier
Kursens undervisningsperiod
3 (2022-01-01 till 2022-03-13)
Nivå/kategori
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
Kursens hemsida
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
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 |