NOTE: No sessions or workshops on 11.09. and 09.10.!
Schedule for the last two sessions:
|Group||Presentation (10 min)||Discussant (i.e. asks questions & gives comments after presentation)|
|1 (Pylvinen et al.)||Mon 14.10. (1st presentation)||(for Group 2) Wed 16.10.|
|2 (Vienamo et al.)||Wed 16.10. (1st)||(for Group 1) Mon 14.10.|
|3 (Lamoureux et al.)||Mon 14.10. (2nd)||(for Group 4) Wed 16.10.|
|4 (Kallonen et al.)*||Wed 16.10. (2nd)||(for Group 3) Mon 14.10.|
|5 (Pohsuan et al.)||Mon 14.10. (3rd)||(for Group 6) Wed 16.10.|
|6 (Niemann et al.)||Wed 16.10. (3rd)||(for Group 5) Mon 14.10.|
|7 (Koh et al.)*
||Mon 14.10. (4th)||(for Group 8) Wed 16.10.|
|8 (Pättikangas et al.)||Wed 16.10. (4th)||(for Group 7) Mon 14.10.|
|9 (Tolonen et al.)||Wed 16.10. (5th, JPH discussant)||(for Group 7) Mon 14.10.|
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: 13.10.2019 - 23:59Management report deadline: 18.10.2019 - 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 and uploaded to MyCourses
during the Session 7 14.10..
Take home exam deadline: 28.10.2019 - 23:59
Management report, presentation and written
assignment are to be handed-in via email to: