Topic outline

  • General

    Not available unless: You belong to L02 (SISU)

    FEEDBACK LINK (IF YOU CANT FIND THE ONE SENT TO YOUR EMAIL!):


    https://link.webropolsurveys.com/S/B0EAFE1C89AE2C5A


    Presentation submission deadline extended from 2.4. to 4.4. !



    PRESENTATIONS ON WEDNESDAY 5TH OF APRIL:

    Groupname Members
    Blue Albarayak, Leppälä, Linnainmaa, Penttinen, Uusitalo
    Green Halme, Laukkonen, Lindqvist, Malmlund
    Orange Jutimitta, Kauranen, Wongtangton
    Teal Dauba, Lamusuo, Lenart, Liaw, Constantino

    Schedule 5.4.2023
    		 Presenting group Opponent group
    (comments the presentation by presenting group)
    10.20-10.40 Green Blue 
    10.40-11.00 Orange Teal
    11.00-11.20 Teal Green
    11.20-11.40 Blue Orange
    11.40-12.00 JPH & Summary


    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 (available now online) 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). 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)

    UPDATED (27.3.2023): AS WE HAVE ONLY 4 PRESENTATIONS, 2 EXTRA MINUTES GIVEN FOR EACH GROUP ! ENJOY :)

    UPDATED (10.4.2023): BECAUSE OF THE LONG EASTER HOLIDAYS, I HAVE DECIDED TO EXTEND THE DEADLINE FOR THE MANAGEMENT REPORT BY 1 DAY. ENJOY! :)

    The group project consists of an in-class presentation lasting 1517 minutes (1012 minutes for the presentation and 5 minutes for Q&A) and a management report in consulting-slide presentation format, with a maximum of 20 slides. Each group will have approximately 5 members. Additional information about the topic and deliverables will be provided during the course.

    Presentation submission deadline: 2.4.2023 23:59 4.4.2023 23:59 (UTC+2)

    Management report submission deadline: 12.4.2023 23:59 13.4.2023(UTC+2)




    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: 17.4.2023 23:59 (UTC+2)

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