23C72050 - Customer Experience Management, 01.03.2021-07.04.2021
Kurssiasetusten perusteella kurssi on päättynyt 07.04.2021 Etsi kursseja: 23C72050
Osion kuvaus
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Mandatory readings:
For session 2:
- Meyer & Schwager (2007). Understanding Customer Experience. https://hbr.org/2007/02/understanding-customer-experience)
- Court et al. (2009): The Consumer Decision Journey https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-consumer-decision-journey
- Rawson et al. (2013). The Truth about Customer Experience. https://hbr.org/2013/09/the-truth-about-customer-experience/
Compulsory readings:- Edelmann (2010). Branding in
the Digital Age. https://hbr.org/2010/12/branding-in-the-digital-age-youre-spending-your-money-in-all-the-wrong-places
- Edelmann & Singer (2015). Competing on Customer Journeys. https://hbr.org/2015/11/competing-on-customer-journey
- Macdonald et al. (2012). Better Customer Insight – in Real Time. https://hbr.org/2012/09/better-customer-insight-in-real-time/ar/1
Workshop 3 compulsory readings:- Busche, L. (2014). The Skeptic's Guide To Low-Fidelity Prototyping. Smashing Magazine.
Reports mentioned during the sessions:
- Group report style benchmark - Suuryritystutkimus 2021. https://www.op.fi/corporate-customers/themes/large-corporations/survey-of-large-corporations (full report only in finnish, sorry for that)
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Slides - session 1 Tiedosto PDF
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Slides - session 2 Tiedosto PDF
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Slides - session 3 Tiedosto PDF
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Slides - workshop 1 Tiedosto PDF
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Slides - session 4 Tiedosto PDF
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Slides - workshop 2 Tiedosto PDF
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Slides - session 5 (updated: 10:25) Tiedosto PDF
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Slides - workshop 3 Tiedosto PDF