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23C72050 - Customer Experience Management, 31.10.2016-17.12.2016

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Syllabus

Customer Experience Management

  • Customer Experience Management

    Customer Experience Management

    Course content

    The course will introduce students to the concept of Customer Experience Management. Based on a general assessment of the concept, the course will center around specific topics that relate to the need, the assessment, the creation and the implementation of customer experience management. Specifically, the following topics will be discussed: (1) challenges for marketing managers in the omni-channel environment, (2) stakeholders of the customer experience, (3) strategies for superior customer experience creation, (4) strategic role of touchpoint innovations, (5) assessment of customer experiences by experience tracking. In general the course will focus on a case study methodology and will use various industry examples.

    Assessment & grading

    Grading is based on a 0-5 scale. The assessment will be on the following criteria:

    §  In-class participation (10%, individual grading)

    §  Presentation (50%, group grading)

    §  Written assignment (40%, individual grading)

    Assignments

    Participation: The course is based on interactive discussions. Active participations is expected and will be graded.

    Group Presentation: The group presentation consist of a written 1/2 - 1 page proposal, a short 2 page management report (due on the date of the presentation) and an in-class presentation of 30 minutes (20 minutes presentation, 10 minutes Q&A). Groups will have approximately 3 members. Further information on the topic and deliverables will be given in the #1 Session (i.e. Introduction to CEM).

    Written assignment: The written assignment is an individual report which consist of a customer experience assessment of an assigned case. The assignment will be specified and given to the students during the lecture on Nov 28.

    Proposal, management reports, presentation (pdf-format) and written assignment are to be handed-in via email to juho-petteri.huhtala@aalto.fi

    Course workload

    Lectures

    20h

    Independent case preparation & revision

    50h

     

    Group project
    (independent preparation, management report, presentation)

    50h

    Written Assignment

    40h

    Total

    160h (6 cr)

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  • Schools
    • School of Arts, Design, and Architecture (ARTS)
    • School of Business (BIZ)
    • School of Chemical Engineering (CHEM)
    • –sGuides for students (CHEM)
    • – Instructions for report writing (CHEM)
    • School of Electrical Engineering (ELEC)
    • School of Engineering (ENG)
    • School of Science (SCI)
    • Language Centre
    • Open University
    • Library
    • Aalto university pedagogical training program
    • UNI (exams)
    • Sandbox
  • CORONAVIRUS INFO
    • Koronavirus - tietoa opiskelijalle
    • Coronavirus - information for students
    • Coronavirus - information för studerande
    • Koronaviruksen vaikutus opiskeluun: kysymyksiä ja vastauksia
    • Effects of the coronavirus on studies: questions and answers
    • Coronaviruset och studierna: frågor och svar
    • Corona help for teachers
  • Service Links
    • MyCourses
    • - Instructions for Teachers
    • - Teacher book your online session with a specialist
    • - Digital tools for teaching
    • - Personal data protection instructions for teachers
    • - Instructions for Students
    • - Workspace for thesis supervision
    • WebOodi
    • Into portal for students
    • Courses.aalto.fi
    • Library Services
    • - Resourcesguides
    • - Imagoa / Open science and images
    • IT Services
    • Campus maps
    • - Search spaces and see opening hours
    • Restaurants in Otaniemi
    • ASU Aalto Student Union
    • Aalto Marketplace
  • ALLWELL?
    • Study Skills
    • Support for Studying
    • Starting Point of Wellbeing
    • About AllWell? study well-being questionnaire
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