Time: Students can start their studies approximately within a week after enrolling on this course. The estimated time for completing this course is two (2) months. Notice that the first nonstop start is on 21 January 2025.
Please notice that Xamk’s lecturers do not assess completed courses nor enter the course assessments in Xamk’s record of credits (Peppi) during their non-teaching periods. Completed courses will not be assessed between 2 June and 17 August 2025.
Place: Online studies
Extent: 5 ECTS credits
Target group: Everyone interested in the topic
Please notice that from September 1, 2024 onwards, only students with a Finnish social security number (i.e. a personal identity code) can start their studies on Xamk Pulse’s courses. You can read more here.
Course is completed independently.
Credited in degree at Xamk: All bachelor level degrees
Area of competence mentioned in Curriculum: Optional studies
Enrolment by: 26 October 2025. This is a nonstop start and students can start their studies approximately within a week after enrolling on this course.
Price: Free of charge
Note that you can enrol for Open UAS studies at the maximum of 50 ECTS credits per semester. One person’s enrolments exceeding 50 ECTS credits are deleted in the enrolment order. Paying attention to this is important when planning your studies.
Please also notice that
Xamk degree students cannot enrol on Open UAS courses.
Path students enrol at Peppi or Tuudo only for study courses included in path studies. Check your invitation letter for more detailed instructions for your own path study.
Learning outcomes:
By the end of this course, students should be able to
- Know and apply the most important tools and techniques used to create compelling customer experiences like Design Thinking Method.
- Know and be able to use in creating customer experiences the latest research on consumer behavior, human decision making.
- Know the difference between B2C and B2B settings and its implication for CEM.
- Know and apply the strategy of CEM in marketing and management in general.
- Know how to analyze and create the customer journey map.
Contents and methods:
Customer experience is an integrated customer assessment of all aspects of its interaction with the company based on his emotional perception and rational analysis. Customer Experience Management (CEM) is becoming an increasingly important factor in a company's long-term success, having a direct impact on brand perception, customer loyalty, and retaining customers.
This course is carried out in Learn digital environment. It is designed to provide participants with the management and customer service skills required to succeed in a service management career. There are no live lectures or group work in this course.
Study course themes:
- Marketing in the experience economy.
- Customer experience concept.
- Design thinking, customer journey map.
- Engaging customers in co-creation process.
- Building a customer experience culture.
In each implementation, you will find a theory part related to the topic. Themes are clarified and deepened during the topics and independently by familiarising yourself with the study material.
Each course topic has a test or quiz. At the end of the course you are supposed to pass the final course test. All tests and quizzes are graded automatically and time limited.
The course covers 5 ECTS credits, totalling 135 hours of student work. The number of hours is theoretical and varies according to student effort.
Please notice! This course is identical with the course AV00ER69 Customer experience management (2021/2022)!
Study material: In Learn digital environment.
Recommended study books:
- Meyer C., André Schwager A., 2021 Understanding Customer Experience.
- Gavrilescu M. et.al, 2020 Customer Experience in eCommerce (eBook).
- Prior, Daniel D.,, 2023 B2B customer engagement strategy : an introduction to managing customer experience.
- Martin, James W., 2021 Operational excellence : breakthrough strategies for improving customer experience and productivity.
Assessment: Accepted/Failed
The Transcript of records will be delivered automatically by email in PDF form. You can read more about the The Transcript of records on: Information on Open UAS, Xamk Pulse studies.
This course is based on the curricula of Xamk's degree programmes and the Finnish credits are fully compatible with the ECTS.
Additional information on enrolment:
Xamk Pulse, email: openstudies@xamk.fi.
Terms of cancellation:
If you are not able to participate in the course, please let us know as soon as possible by email openstudies@xamk.fi.
Before the course starts, you'll receive an invitation by email to this course.
Please note that there can be changes in the course details in terms of the timetable and teachers, for example.
South-Eastern Finland University of Applied Sciences is audited by the Finnish Education Evaluation Centre (FINEEC).