Group list (updated 23.3.2018)
|Group||Presentation (10 min)||Discussant|
|1 (A.Galkin et al.)||Mon 26.3.||(for Group 2) Wed 28.3.|
|2 (J.Viitasaari et al.)||Wed 28.3.||(for Group 1) Mon 26.3.|
|3 (E.Hämäläinen et al.)||Mon 26.3.||(for Group 4) Wed 28.3.|
|4 (A.Ermishin et al.)||Wed 28.3.||(for Group 3) Mon 26.3.|
|5 (S.Laine et al.)||Mon 26.3.||(for Group 6) Wed 28.3.|
|6 (M.Sundell et al.)||Wed 28.3.||(for Group 5) Mon 26.3.|
|7 (J.Klemetti et al.)||Mon 26.3.||(for Group 8) Wed 28.3.|
|8 (J.Soldan et al.)||Wed 28.3.||(for Group 7) Mon 26.3.|
|9 (M.Sullivan et al.)||Wed 28.3.||(for Group 10) Mon 26.3.|
|10 (O.Alasko et al.)||Mon 26.3.||(for Group 9) Wed 28.3.|
|11 (T.Rae et al.)||Mon 26.3.||(for Group 12) Wed 28.3.|
|12 (D.Chin et al.)||Wed 28.3.||(for Group 11) Mon 26.3.|
This course focuses on the state of the art of Customer Experience
Management. Students will (1) understand the challenges for marketing
managers in in the multimedia and omni-channel environment and the
resulting need for the management of customer experiences, (2) learn in
which context and how customer experience management can be effectively
applied to solve these challenges, (3) know how customer experience
management relates to further marketing activities along the customer
journey, (4) learn the fundamentals and the tools of designing and
delivering superior customer experiences, (5) learn how to assess and
quantify customer experiences and their effect on related marketing
outcomes and (6) apply their knowledge to case studies and managerial
problems to foster managerial skills.
Based on a general assessment of the concept, the course
will center around specific topics and practical tools that relate to
the need, the assessment, the creation and the implementation of
customer experience management.
Assessment & grading
Grading is based on a 0-5 scale. The assessment will be on the following criteria:
Participation (10%, indivudal grading):
Personal Attendance Sheet (given in the first session) is used for self-assessing the class participation.
Group project (60%, group grading)
The group project consist of an in-class presentation of 15 minutes (10 minutes presentation, 5 minutes Q&A) and management report (consulting-slide presentation format; max. 20 slides). Groups will have approximately 5 members. Further information on the topic and deliverables will be given in the Session 3 (i.e. Customer Personas).
Presentation deadline: 25.03.2018 - 23:59Management report deadline: 04.04.2018 - 23:59
Take-home Exam (30%, individual grading)
Take-home Exam 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 Session 7.
Take-home exam deadline: 14.04.2018 - 23:59