During this study unit You will develop your ability to apply customer experience management (CEM) strategy as a core element of the digital customer value management. This includes new perspectives on the customer experience management and exploitation of touchpoint data to support marketing and business decisions. Come along to study and strengthen skills that are suitable for people working in different fields.
To develop the student’s ability to apply customer experience management (CEM) strategy as a core element of the digital customer value management. This includes new perspectives on the customer experience management and exploitation of touchpoint data to support marketing and business decisions. To use selected methods for analyzing the customer experience strategy and process of a company and the exploitation of such customer insight to deliver optimal experiences at all times and in defining business strategy, competitive differentiation (brand promise) and profitability in a digital business context. Lastly to offer student the ability to carry out demanding specialist tasks independently in the strategic management of customer experience through Touch-Point management and its exploitation to support marketing strategy and the strategic management of the business.
Main competences on the course: proactive development, operating in a workplace
- Customer value management (CVM)
- Digital Customer Experience Management
- Types of customer experience
- Customer experience journey
- Branded Experience
- Leading the CEM strategy in an organization
- Touchpoints
- Voice of the customer (VOC) Management
- Touchpoints analysis
- Touchpoint data collection and analytic tools
- Analyzing and interpretation of customer insight data for strategic insights
- Use and implementation of CX analytics
- Presentation of development options and their possible implementation
TARGET GROUP
The study module is intended for everyone. You must have a suitable bachelor-level degree or
other suitable higher education degree and your language skills might be tested. The student must have their own computer (laptop).
ENROLMENT
Students will be accepted in the order of enrolment. Enrolment is binding, and the number of study places is limited.
Note: If you are unemployed, please identify the impact of studies on unemployment security beforehand from TE services.
USER IDs
You will receive an e-mail about user IDs from the IT user administration about a week before the start of your studies. Activation takes place with personal online banking credentials or a mobile certificate. Also monitor your email's spam folder. The message may go to spam.
Usernames (non-stop)
You will receive an e-mail about user IDs from the IT user administration about a week after registration. Activation takes place with personal online banking credentials or a mobile certificate. Also monitor your email's spam folder. The message may go to spam.
STUDIES
The studies require active participation in contact and remote teaching. One credit equal approximately 27 hours of studies. Open University of Applied Sciences (Open UAS) students have the same study requirements as degree programme students. A limited right to study will be granted for Open UAS studies.
CONTENT OF STUDIES AND TIMETABLES
Click on the name of the course under "Implementations included in the course". If you can't find a teaching schedule in the description, contact the teacher registered for the studies directly (firstname.surname@lapinamk.fi)
MORE INFORMATION
FAQ: https://www.lapinamk.fi/en/Applicants/Open-University-of-Applied-Sciences/FAQ
www.lapinamk.fi/en/Applicants/Open-University-of-Applied-Sciences
avoinamk@lapinamk.fi
avoinamk@lapinamk.fi
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