Digital Customer Experience Development (5 cr)

Objectives (course unit)

On completion the course the student understands the impact of digital customer experience (DCX) for competitive advantage and the role of customer experiences as part of the corporate culture. The student knows how to use agile customer driven research methods and is familiar with digital service channels, tools, solutions, platforms and production. The student is able to plan and produce online value and automated digital processes. The student knows how to measure and track digital customer experiences.

Content (course unit)

* Digital customer experience development and competitive advantage * Excellent customer experiences as part of the corporate culture * Agile customer driven research methods * Digital service channels, tools, solutions and platforms * Planning and creating online value * Producing automated digital processes and AI

Prerequisites (course unit)

Completed higher education degree (Bachelor level)

Location and time

Online/Zoom pls see Course Programme on Oma

Exam schedules

NA

Assessment methods and criteria

• Development plan (groups of 1-3 persons) on video 50-80 p. minimum 40p. • Peer review (individual) 0-20 p. minimum 10 p. • The maximum possible score for task replays and late assignments is 50%.

Assessment scale

0-5

Teaching methods

Online/Zoom lectures and workshops Development plans/video presention( teams 1-3 students) Peer revies / individual assignment

Learning materials

• Zoom ja video/ppt materials • HubSpot Academy manuals and videos • Digital Marketing Excellence, Dave Chaffey, PR Smith, 7th edition, 2023 (also as an ebook) • Korkiakoski Kari, Asiakaskokemus ja henkilöstökokemus, Alma, 2019 (also as an ebook) • Curedale, Robert, Service Design, Process & Methods (not as an ebook) • Stickdorn, Marc, This is service design methods (also as an ebook) • Stickdorn, Marc, This is service design doing (also as an ebook) • Digital Customer Experience Engineering : Strategies for Creating Effective Digital Experiences Wiedenhofer Lars, Apress L. P. 2021(also as an ebook)

Student workload

20 hrs lectures 115 hrs teamwork/individual work

Content scheduling

Pls see Course Programme on Oma

Completion alternatives

NA

Practical training and working life cooperation

NA

International connections

NA

Further information

Opintojakson opettajaksi tulee ennakkotiedoista poiketen Sigrid Öhrling. Saat häneltä viestiä ennen kurssin alkamista. Toteutustiedot ja ajankohdat pysyvät ennallaan kuitenkin.