Study Guide

Learning outcomes

.

Implementation and methods of teaching

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

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 material and recommended literature

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

Alternative completion methods

The course is conducted only according to the presented model

Working life cooperation

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

Exam retakes

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

Learning environment

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

Student time use and work load

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

Additional information for students: previous knowledge etc.

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

Assessment criteria

Moodle exam 50%, essay 50%

Assessment scale

1-5

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 (assessment scale 1–5)

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 (assessment scale 1–5)

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 (assessment scale 1–5)

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.