Development of Customer Journey and Leading Customer Experience - SAL4HM103 - Opinto-opas

Development of Customer Journey and Leading Customer Experience, 5 op - SAL4HM103

Tulevat toteutukset

Development of Customer Journey and Leading Customer Experience SAL4HM103-3011 19.05.2025-15.08.2025 5 op (MASALE, ...) +-
Vastuuhenkilö

Hanna Rajalahti

Toimipiste

Pasila Campus

Opetuskieli

Englanti

Ajoitus

19.05.2025 - 15.08.2025

Ilmoittautumisaika

02.01.2025 - 16.05.2025
Ryhmä
- MASALE
- EVENING
- SUMMER
- ONLINE
- MASALF
- MAGGU
Opettaja

Leena Korttilalli

Paikkoja

31 - 60

Koulutus

BUTEM Degree Programme in Business Technologies, ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation, HOSBUM Degree Programme in Tourism and Hospitality Business

T&K-osuus

0.00 op

Virtuaaliosuus

5.00 op

Arviointiasteikko

H-5
Development of Customer Journey and Leading Customer Experience SAL4HM103-3012 18.08.2025-10.10.2025 5 op (MASALE, ...) +-
Opetusmenetelmät ja ohjaus

Online course in English

Vastuuhenkilö

Hanna Rajalahti

Oppimateriaali ja suositeltava kirjallisuus

Lectures, articles and literature, will be informed when the course starts

Työelämäyhteydet

Assignments can be applied to the students' worksplaces

Toimipiste

Pasila Campus

Tenttien ajankohdat ja uusintamahdollisuudet

-

Opetuskieli

Englanti

Ajoitus

18.08.2025 - 10.10.2025

Oppimistehtävät

Assignments & exam in Moodle

Ilmoittautumisaika

14.05.2025 - 22.05.2025

Aikataulu

Online sessions on Thursday nights during the 2nd period
Ryhmä
- MASALE
- EVENING
- ONLINE
- MASALF
Opettaja

Leena Korttilalli

Paikkoja

31 - 60

Koulutus

BUTEM Degree Programme in Business Technologies, ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation, HOSBUM Degree Programme in Tourism and Hospitality Business

T&K-osuus

0.00 op

Virtuaaliosuus

5.00 op

Arviointiasteikko

H-5

Käynnissä olevat toteutukset

Ei käynnissä olevia toteutuksia.

Päättyneet toteutukset

Development of Customer Journey and Leading Customer Experience SAL4HM103-3010 20.05.2024-16.08.2024 5 op (MASALE, ...) +-
Opetusmenetelmät ja ohjaus

Flipped learning, independent learning, independent development project.

Vastuuhenkilö

Hanna Rajalahti

Oppimateriaali ja suositeltava kirjallisuus

Material provided by the lecturer at the start of the course.

Työelämäyhteydet

Real-life development project for a case company on customer experience, engagement and loyalty.

Toimipiste

Pasila Campus

Tenttien ajankohdat ja uusintamahdollisuudet

The course has no exam.

Opetuskieli

Englanti

Kansainvälisyys

International case examples, international learning material.

Ajoitus

20.05.2024 - 16.08.2024

Oppimistehtävät

The course includes several individual assignments. The course also includes a short pre-assignment, given to students 2 weeks before the course officially starts.

Ilmoittautumisaika

02.01.2024 - 17.05.2024

Aikataulu

The course includes two remote teaching slots:

-Kick-off Monday 3.6. at 17.40-20.30, on Zoom. See Moodle for Zoom-link.
-Debrief Monday 12.8. at 17.40-20.30, on Zoom. See Moodle for Zoom-link.

Other than these, the course material can be studied independently, at your own pace, via recorded lectures on Moodle.
Ryhmä
- MASALE
- EVENING
- SUMMER
- ONLINE
- MASALF
Toteutuksen valinnaiset oppimistavat

For recognition of prior learning (RPL), check Haaga-Helia's official guidelines and get in touch with teacher aarni.tuomi@haaga-helia.fi directly:

https://www.haaga-helia.fi/en/career-planning/recognition-learning

Opettaja

Aarni Tuomi

Paikkoja

31 - 60

Arviointitavat

Assessment criteria - Grade 1
The student understands which elements the customer experience consists of. The student recognises the relevance of customer data in the development of sales, the customer journey and customer experience. S/he knows how to develop customer relationships, the customer journey and customer experience via different channels. S/he can apply customer data in developing services and supply during the customer journey. The student knows some models and methods of value creation for the customer journey and understands how they can be utilised in the touch points of the customer journey and in the development of customer relationships during the different stages of the customership.

Assessment criteria - Grade 3
The student knows and can evaluate the factors that have an effect on customer experience. S/he can analyse customer data to develop sales, the customer journey and customer experience via different channels. The student is able to develop services and supply for some of the touch points of the customer journey. The student knows different models and methods for creating value during the customer journey and can utilise them during the different touch points of the customer journey. S/he is able to plan and develop customer relationships during different stages of the customership.

Assessment criteria - Grade 5
The student analyses the factors that have an effect on customer experience and utilises customer data to develop sales, the customer journey and customer experience. The student develops services and supply for all of the touch points of the customer journey. The student comprehensively understands different models and methods for creating value during the customer journey and utilises them during the different touch points of the customer journey. S/he comprehensively plans and develops customer relationships during different stages of customership.

Koulutus

BUTEM Degree Programme in Business Technologies, ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation, HOSBUM Degree Programme in Tourism and Hospitality Business

T&K-osuus

0.00 op

Virtuaaliosuus

2.00 op

Arviointiasteikko

H-5

- Elements of customer experience
- Channels and efficient control of channels in a multichannel environment
- Control, analysis and measurement of customer data
- Utilisation of customer data in a multichannel environment
- Recognition and development of the customer journey
- Planning and development of customerships
- Customer encounters within different channels
- Chats and bots in the customer journey
- Analysis and utilisation of customer data

Depending on the implementation, learning takes place in contact lessons, as independent studies, teamwork and/or online-studies. The course includes the assessment of one’s own learning.

Recognition of prior learning (RPL)
If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show their competence via a demonstration. The demonstration must be agreed with the course teacher. More information and instructions for recognising and validating prior learning (RPL) are available at https://www.haaga-helia.fi/en/recognition-learning Look at "Instructions to students (master)"

No prerequisites.This course unit is part of the master's degree's curriculum. Completion of the course requires master's study entitlement.

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

The student understands which elements the customer experience consists of. The student recognises the relevance of customer data in the development of sales, the customer journey and customer experience. S/he knows how to develop customer relationships, the customer journey and customer experience via different channels. S/he can apply customer data in developing services and supply during the customer journey. The student knows some models and methods of value creation for the customer journey and understands how they can be utilised in the touch points of the customer journey and in the development of customer relationships during the different stages of the customership.

The student knows and can evaluate the factors that have an effect on customer experience. S/he can analyse customer data to develop sales, the customer journey and customer experience via different channels. The student is able to develop services and supply for some of the touch points of the customer journey. The student knows different models and methods for creating value during the customer journey and can utilise them during the different touch points of the customer journey. S/he is able to plan and develop customer relationships during different stages of the customership.

The student analyses the factors that have an effect on customer experience and utilises customer data to develop sales, the customer journey and customer experience. The student develops services and supply for all of the touch points of the customer journey. The student comprehensively understands different models and methods for creating value during the customer journey and utilises them during the different touch points of the customer journey. S/he comprehensively plans and develops customer relationships during different stages of customership.