Course material. An optional book about customer experience is recommended.
The course includes lectures, two case exercises, a Moodle exam, independent studying, essay, and a dialogue exercise
Moodle exam 50%, essay 50%
31.10.2022 - 31.01.2023
01.07.2022 - 04.09.2022
Enrolment in Peppi http://peppi.lab.fi. If you need assistance, please contact the student office.
Faculty of Business and Hospitality Management (LAB)
Jaani Väisänen, Emmi Maijanen
Principles of Marketing. Basics of Business Operations. Business Development in the Digital Era
Bachelor's Degree Programme in Business Information Technology
The course is conducted only according to the presented model
The case exercise can be linked e.g. to placement.
Exam after the final lectures. Two resit exams in two week intervals.
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.
Located on Lappeenranta campus. All course material and communication in Moodle.
5 credit course = 135hrs of studying Lectures 20hrs Exercises 10hrs Exam and preparation 30hrs Independent studying 50hrs Essay 20hrs Dialogue and exercise 5hrs
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
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.
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.
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.
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.