Kurssi: 23C72050 - Capstone: Customer Experience Management, Lecture, 26.2.2024-10.4.2024

Schedule 8.4.2024 Monday	Presenting group	Opponent group (comments the presentation by presenting group)
10.20-10.40	Violet (Ranta et al.)	Gold (Juutti et al.)
10.40-11.00	Olive (Keski-Korhonen et al.)	Sapphire (Karppinen et al.)
11.00-11.20	Orchid (Apila et al.)	Coral (Anttila et al.)
11.20-11.40	Mint (Huovinen et al.)	Amber (Chua et al.)
11.40-12.00	Ruby (Stenman et al.)	Emerald (Colas et al.)

Schedule 10.4.2024
Wednesday
Presenting group Opponent group
(comments the presentation by presenting group)
10.20-10.40 Emerald (Colas et al.)
Violet (Ranta et al.)
10.40-11.00 Gold (Juutti et al.)
Olive (Keski-Korhonen et al.)
11.00-11.20 Coral (Anttila et al.)
Mint (Huovinen et al.)
11.20-11.40 Amber (Chua et al.)
Orchid (Apila et al.)
11.40-12.00 Sapphire (Karppinen et al.)
Ruby (Stenman et al.)
JPH Summary + Final words!

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)

The group project consists of an in-class presentation lasting 17 minutes (12 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: 7.4.2024 23:59 (UTC+2)

Management report submission deadline: 16.4.2024 23:59 (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: 18.4.2024 23:59 (UTC+2)

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

MyCourses service break

23C72050 - Capstone: Customer Experience Management, Lecture, 26.2.2024-10.4.2024

Osion kuvaus

Yleinen

Opiskelijoille

Opettajille

Palvelusta

Schedule 10.4.2024 Wednesday	Presenting group	Opponent group (comments the presentation by presenting group)
10.20-10.40	Emerald (Colas et al.)	Violet (Ranta et al.)
10.40-11.00	Gold (Juutti et al.)	Olive (Keski-Korhonen et al.)
11.00-11.20	Coral (Anttila et al.)	Mint (Huovinen et al.)
11.20-11.40	Amber (Chua et al.)	Orchid (Apila et al.)
11.40-12.00	Sapphire (Karppinen et al.)	Ruby (Stenman et al.)