Customer experience managementLaajuus (5 cr)

Objective

You can create customer personas and understand their importance in developing the customer journey and customer experience.
You are able to define and evaluate the factors that influence the customer experience and identify them in practice.
You are able to measure, analyze and develop the customer experience.

Content

How are customer personas created?
How are customer personas taken into account in the development of the customer journey and customer experience?
How and what are the different factors that make up the customer experience?
How is the customer experience measured and developed?

Evaluation

Students can:
a. acquire, process, produce and evaluate information about the customer personas and customer experience.
d. improve the company's customer experience and its measurement.

Qualifications

BBA degree or equivalent knowledge