•   Managing Digital Customer Experience KLI1347-3003 31.10.2022-31.01.2023  5 credits  (LLPRIT20S) +-
    Name of lecturer(s)

    Jaani Väisänen

    Learning material and recommended literature

    Course material. An optional book about customer experience is recommended.

    Implementation and methods of teaching

    The course includes lectures, two case exercises, a Moodle exam, independent studying, essay, and a dialogue exercise

    Assessment methods and criteria

    Moodle exam 50%, essay 50%

    Language of instruction

    Finnish

    Timing

    31.10.2022 - 31.01.2023

    Enrollment date

    01.07.2022 - 04.09.2022

    Enrolment in Peppi http://peppi.lab.fi. If you need assistance, please contact the student office.

    Group(s)
    • LLPRIT20S
    Unit, in charge

    Faculty of Business and Hospitality Management (LAB)

    Small group(s)
    • Luennot (Size: 0.
    • Tentti (Size: 0.
    • Case-tehtävän purku (Size: 0.
    Teacher(s)

    Jaani Väisänen, Emmi Maijanen

    Additional information for students: previous knowledge etc.

    Principles of Marketing. Basics of Business Operations. Business Development in the Digital Era

    Degree Programme(s)

    Bachelor's Degree Programme in Business Information Technology

    Unit location

    Lappeenranta Campus

    Assessment methods

    1-5

    Alternative completion methods

    The course is conducted only according to the presented model

    Practical training and working life co-operation

    The case exercise can be linked e.g. to placement.

    Dates for exams and retakes

    Exam after the final lectures. Two resit exams in two week intervals.

    Timing and attendance

    The lectures are not compulsory but recommended. The course material is based on lectures, which will be covered in the exam. The case exercises need to be completed, and the dialogue exercise is compulsory.

    Learning environment

    Located on Lappeenranta campus. All course material and communication in Moodle.

    Students use of time and workload

    5 credit course = 135hrs of studying Lectures 20hrs Exercises 10hrs Exam and preparation 30hrs Independent studying 50hrs Essay 20hrs Dialogue and exercise 5hrs

    Contents

    Elements of customer experience Customer experience management Customer relationship planning and development Customer data management, analysis and metering Identifying and developing customer paths Channel solutions in a multi-channel environment Utilization of customer information in a multi-channel environment Customer encounters in different channels Chats and bots on the customer path

    Assessment criteria
    Failed (0)

    A rejected grade is given when the student has not achieved the learning objectives of the course. The student does not understand the aspects of customer experience management and is not able to show any learning outcomes in the exam and assignments.

    Assessment criteria - level 1

    The student recognizes the importance of the customer experience in business and the key elements that affect the customer experience. The student knows what the customer service path is. The student knows the basic principles and indicators of customer relationship management tools.

    Assessment criteria - level 3

    The student understands the importance of the customer experience in business and identifies the key elements that affect the customer experience. The student is able to perceive customer service through service paths and is able to model the customer's service path. The student knows the basic principles and indicators of customer relationship management tools.

    Assessment criteria - level 5

    The student is able to evaluate customer experience management and develop customer experience. The student is able to model the customer's service path and develop operations from the perspective of service paths. The student knows the basic principles and indicators of customer relationship management tools.