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

No prerequisites.

- 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

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.

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.

Flipped learning, independent learning, independent development project.

Hanna Rajalahti

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

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

Pasila Campus

The course has no exam.

Englanti

International case examples, international learning material.

20.05.2024 - 16.08.2024

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

02.01.2024 - 17.05.2024

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.

MASALE
EVENING
SUMMER
ONLINE
MASALF

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

Aarni Tuomi

31 - 60

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.

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

0.00 op

2.00 op

H-5