A23C72050 - Customer Experience Management, Open University, online teaching, 8.5.2023-14.6.2023

Please note! Course description is confirmed for two academic years, which means that in general, e.g. Learning outcomes, assessment methods and key content stays unchanged. However, via course syllabus, it is possible to specify or change the course execution in each realization of the course, such as how the contact sessions are organized, assessment methods weighted or materials used.

LEARNING OUTCOMES

Credits: 6

Schedule: 08.05.2023 - 14.06.2023

Teacher in charge (valid for whole curriculum period):

Teacher in charge (applies in this implementation): Tatsiana Padhaiskaya

Contact information for the course (applies in this implementation):

Tatsiana Padhaiskaya

tatsiana.padhaiskaya@aalto.fi

CEFR level (valid for whole curriculum period):

Language of instruction and studies (applies in this implementation):

Teaching language: English. Languages of study attainment: English

CONTENT, ASSESSMENT AND WORKLOAD

Content

  • applies in this implementation

    The course integrates and utilizes a broad range of theoretical concepts, frameworks, and topics on a practical level. Key areas include strategic marketing and branding, value propositions and business models, customer journeys, omni-channel marketing, market research, and design thinking.


Assessment Methods and Criteria

  • applies in this implementation

    Assessment Methods and Criteria

    Grading is based on a 0-5 scale.

    90-100 points = 5

    80-89 points = 4

    70-79 points = 3

    60-69 points = 2

    50-59 points = 1 0-49 points = Fail

     

    The assessment will be based on the following deliverables:

     

    Participation (10 points, individual grading)

    Students may earn participation points by actively engaging in class discussions, commenting, etc. and/or by leaving personal reflections on the course readings through Perusall platform.

     

    Group project (30 points, group grading)

    The group project consists of a project proposal and an in-class presentation of 20 minutes (15 minutes presentation, 5 minutes Q&A). Groups will have 3 to 5 members. Further information on the topic of the group project and deliverables will be given during Lecture 1.

    Project proposal deadline: 21.05.2023 – 23:55

    Presentation submission deadline: 11.06.2023 – 23:55

     

    Individual assignment (30 points, individual grading)

    Individual reflexive assignment that aims to describe what students have learned throughout the course. Further information will be given during Lecture 1.

    Individual assignment submission deadline: 18.06.2023 -23:55

    Take-home exam (30 points, individual grading)

    Take-home exam is an individual assignment which consists of a customer experience assessment of a real-life case. The assignment will be specified and given to the students during the Lecture 12.

    Take-home exam deadline: 30.06.2023 - 23:55


Workload

  • applies in this implementation

    6 credits, 160 hours:

    Lectures and workshop sessions (24h)

    Group project (proposal, preparation & presentation) (64h) Individual learning and reflection (inc. reading) (40h) Individual assignment (16h)

    Take-home exam (16h)


DETAILS

Study Material

  • applies in this implementation

    Lecture slides and workshops, no textbook required; course centers around business articles assigned by the lecturer (e.g., Journal of Marketing, Harvard Business Review, etc.).


Substitutes for Courses
Prerequisites
SDG: Sustainable Development Goals

    4 Quality Education

    8 Decent Work and Economic Growth

    9 Industry, Innovation and Infrastructure

    11 Sustainable Cities and Communities

FURTHER INFORMATION

Further Information

  • valid for whole curriculum period:

    Course Homepage: https://mycourses.aalto.fi/course/search.php?search=A23C72050

    Registration for Courses: In the academic year 2021-2022, registration for courses will take place on Sisu (sisu.aalto.fi) instead of WebOodi.

Details on the schedule

  • applies in this implementation

    Lectures take place online via Zoom. Recordings will be available on MyCourses.

Open University
Rules of Conduct - Students´ Rights and Responsibilities (in force from 1 August 2020)Aalto University Code of Academic Integrity and Handling Violations Thereof