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:
|
Assignments
Participation (10%, indivudal grading):
Personal Attendance Sheet (shared 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: 30.3.2021 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