Opinto-opas

Tavoitteet

Managing customer experience can create a significant competitive advantage in the hospitality industry. The course will introduce the basics of customer experience management and focus on analyzing factors influencing customer experience and utilize customer data to develop sales, customer path, and customer service. Upon completion of the course, the student will gain knowledge of customer motives and needs in relation to the managing customer experience. The student understands the role of customer data and has the ability to use data to develop sales and services at all points of the customer path. The student is familiar with different models for adding value to the customer relationship and recognize the challenges of the omnichannel environment.

Sisältö

• Elements of managing customer experience from demand and supply side
• Customer data management, analysis, and measures
• Evaluation and utilization of customer data
• Identifying and developing customer paths
• Customer relationship management in the omnichannel environment
• Future trends and role of AI in customer experience management

Arviointiasteikko

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