The Customer Experience Management course is designed to equip students with the knowledge and skills necessary to understand, assess, and enhance customer experiences in various business settings. Through a combination of theoretical concepts, practical case studies, and interactive exercises, students will explore the significance of customer experience in building brand loyalty, increasing customer retention, and driving overall business success especially with the perspective of holistic view of data, data-mining, ML models and AI.
Lecturing, case studies, question and answer sessions, discussion, Project presentations & Discussions.
Principle Sources
- Manning, H. ; Bodine, K. (2012). Outside In: The Power of Putting Customers at the Center of Your Business. New Harvest: Boston
- Jeanne Bliss (2015) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine - Jossey-Bass; 2nd edition (June 15, 2015)
Other Sources
Course slides
Course Schedules
Week
Contents
Learning Methods
1. Week
Introduction to this course and concepts
Lecturing, question and answer sessions, discussion
2. Week
Definitions and terminology underlying the Customer Experience Management
Lecturing, case studies, question and answer sessions, discussion.
3. Week
Customer Experience Metrics & KPI’s - 1
Lecturing, case studies, question and answer sessions, discussion.
4. Week
Customer Experience Metrics & KPI’s - 2
Lecturing, case studies, question and answer sessions, discussion.
5. Week
Customer Experience Strategy
Lecturing, case studies, question and answer sessions, discussion.
6. Week
Customer Centric Culture
Lecturing, case studies, question and answer sessions, discussion.
7. Week
Voice of Customer
Lecturing, case studies, question and answer sessions, discussion.
8. Week
Mid term
9. Week
Customer Experience Intelligence
Lecturing, case studies, question and answer sessions, discussion
10. Week
Customer Journey Map
Lecturing, case studies, question and answer sessions, discussion
11. Week
Building 360o Customer View
Lecturing, case studies, question and answer sessions, discussion
12. Week
Presentations of Projects
Project presentations & Discussions.
13. Week
The Evolving Landscape of Customer Experience
Lecturing, question and answer sessions, discussion.
14. Week
Final
15. Week
16. Week
17. Week
Assessments
Evaluation tools
Quantity
Weight(%)
Midterm(s)
1
20
Quizzes
2
10
Project(s)
1
30
Attendance
14
5
Final Exam
1
35
Program Outcomes
PO-1
Ability to apply theoretical and practical knowledge gained by Mathematics, Science and their engineering fields and ability to use their knowledge in solving complex engineering problems.
PO-2
Ability of determining, defining, formulating and solving complex engineering problems; for that purpose develop the ability of selecting and implementing suitable models and methods of analysis.
PO-3
Ability of designing a complex system, process, device or product under real world constraints and conditions serving certain needs; for this purpose ability of applying modern design techniques
PO-4
Ability of selecting and using the modern techniques and devices which are necessary for analyzing and solving complex problems in engineering implementations; ability of efficient usage of information technologies.
PO-5
Ability of designing experiments, conducting tests, collecting data and analyzing and interpreting the solutions to investigate of complex engineering problems or discipline-specific research topics.
PO-6
Ability of working efficiently in intra-disciplinary and multi-disciplinary teams; individual working ability and habits.
PO-7
Ability of verbal and written communication skills; and at least one foreign language skills, ability to write effective reports and understand written reports, ability to prepare design and production reports, ability to make impressive presentation, ability to give and receive clear and understandable instructions
PO-8
Awareness of importance of lifelong learning; ability to access data, to follow up the recent innovation in science and technology for continuous self-improvement.
PO-9
Conformity to ethical principles; knowledge about occupational and ethical responsibility, and standards used in engineering applications.
PO-10
Knowledge about work life implementations such as project management, risk management and change management; awareness about entrepreneurship and innovativeness; knowledge about sustainable development.
PO-11
Knowledge about effects of engineering applications on health, environment and security in global and social dimensions, and on the problems of the modern age in engineering; awareness about legal outcomes of engineering solutions.
Learning Outcomes
LO-1
Understand and apply customer experience management principles
LO-2
Analyze customer behavior, measure satisfaction, and implement improvement strategies
LO-3
Cultivate a customer-centric culture and use technology for data-driven decision-making
