Topic outline

  • General


    Grouplist
    		Members
    Blue Cheda Lopez, Jorge / Llerena Martin del Campo, Lucia / Salli, Olli
    Red Heinonen, Henna / Juotasniemi, Marjaana / Kanervisto, Eveliina / Liu, Janne / Uusitalo, Hanna
    Yellow Malkamäki, Aino / Häkkinen, Valtteri
    Teal Hietto, Maija / Karesniemi, Tero / Mäkelä, Rasmus / Saarinen, Oliver / Savolainen, Saara
    Pink Friman, Asta / Kuusela, Kaisla / Mänttäri, Aleksi / Sairanen, Saana / Weiste, Petra
    Orange Hallgrimsson, Hreidar / Kallaluoto, Markus / Paasila, Janina / Saint Marty, Agnès / Salo, Jonna
    Green Heikkinen, Lotta / Kääriä, Teemu / Raatikainen, Eveliina / Sanden, Janne / Suomi, Tina

    Group project presentations (opponent group in parentheses)*:

    WED 31.3.2021 10:15-12:00
    1. Teal - Maija Heitto et al. (OPPONENT:  Green - Tina Suomi et al.)
    2. Orange - Markus Kallaluoto et al. (OPPONENT: Yellow - Valtteri Häkkinen et al.)
    3. Blue - Olli Salli et al. (OPPONENT: Red - Marjaana Juotasniemi et al.)
    4. Pink - Kaisla Kuusela et al. (OPPONENT: Blue - Olli Salli et al.)

    WED 7.4.2021 10:15-12:00
    1. Red - Marjaana Juotasniemi et al. (OPPONENT: Orange - Markus Kallaluoto et al.)
    2. Yellow - Valtteri Häkkinen et al. (OPPONENT: Pink - Kaisla Kuusela et al.)
    3. Green - Tina Suomi et al. (OPPONENT: Teal - Maija Heitto et al.)
    4. Feedback, summary & Take-home exam instructions - Juho-Petteri Huhtala

    *Order randomized by using Pretty Random RNG -app.

    Permanent Zoom-link for all sessions:

    https://aalto.zoom.us/j/64496407725?pwd=OWR1aEwzZkZaZW9wWndKUVdYMGlnUT09

    Meeting ID: 644 9640 7725
    Passcode: cxm2021


    Course content

    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%, individual grading)
    • Group project i.e. case study (60%, group grading)
    • Take home Exam (30%, individual grading)
     

    Assignments

    Participation (10%, indivudal grading):

    Personal Attendance Sheet (shared in the first session) is used for self-assessing the class participation. 

    For each session, students are expected to mark down their contributions to class discussion (e.g. “I made the comment of X”), and suggest a grade to themselves (1-5). Students pick up the sheets before each class, and then hand them in at the end.

    Send your Attendance Sheet at the end of the course (after the final session) via email (juho-petteri.huhtala@aalto.fi).


    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: 30.3.2021 23:59

    Management report deadline: 14.4.2021 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 course.

    Take home exam deadline: 16.4.2021 23:59

    Management report, presentation and written assignment are to be handed-in via email to: juho-petteri.huhtala@aalto.fi






    • resource icon
      Take home exam (deadline 16.4.2021 23:59) File
      Archive (ZIP)
      Not available unless: You belong to L02 (Oodi)
    • choicegroup icon
      Group project - Group choice (soft deadline 8.3.2021 9:00 AM)
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    • forum icon
      Announcements Forum
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      General discussion Forum
    • resource icon
      Attendance sheet File
      Excel 2007 spreadsheet
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