Customer Experience ManagementLaajuus (3 op)

Osaamistavoitteet

In the competitive tourism market, delivering an excellent customer experience is essential for success. This course introduces the core principles of customer experience management, with a focus on understanding and improving the customer journey. Students will learn how to use customer data to refine marketing, optimise service delivery, and create memorable travel experiences—all while navigating the complexities of digital and multi-channel environments.

Sisältö

- Principles of customer experience management from both provider and customer perspectives
- Effective methods for collecting, analysing and using customer data
- Approaches to identifying the customer journey map
- Managing customer relationships in multichannel environments
- Emerging trends and the potential of AI in customer experience.

Arviointikriteerit, kiitettävä (5)

The student uses professional terminology proficiently and comprehensively, combining concepts into coherent wholes.
The student can analyze, compare, synthesize, and select information and present alternative approaches.
The student can critically analyze, reflect upon, and evaluate their competence and professional practices using acquired knowledge.
The student critically assesses and utilizes professional techniques and models relevant to their field.
The student acts customer-oriented, and goal-driven.
The student collaborates as a team member, enhancing and developing group activities.
The student applies professional ethical principles in their actions.

Arviointikriteerit, hyvä (3)

The student consistently uses professional terminology.
The student can identify, describe, and justify fundamental knowledge in their field.
The student selects appropriate approaches based on acquired information and instructions.
The student can evaluate and reflect on their competence and professional practices and apply relevant techniques and models.
The student acts independently and responsibly in diverse tasks.
The student works customer-oriented and goal-driven.
The student collaborates as a team member to achieve common goals.
The student justifies actions based on professional ethical principles.

Arviointikriteerit, tyydyttävä (1)

The student can use key professional terminology appropriately.
The student names and describes fundamental knowledge in their field.
The student acts purposefully based on acquired information and instructions.
The student is a member of a team and takes other team members into consideration.

Toteutustavat

Blended teaching

Suoritustavat

The course combines lectures, case studies, group work and practical assignments.