Customer Experience in the Digital Era (5 op)
Toteutuksen tunnus: HY00BS12-3001
Toteutuksen perustiedot
Ilmoittautumisaika
20.12.2020 - 01.02.2021
Ajoitus
09.02.2021 - 26.02.2021
Opintopistemäärä
5 op
Virtuaaliosuus
5 op
TKI-osuus
3 op
Toteutustapa
Etäopetus
Yksikkö
Korkeakouluyksikkö D /YAMK
Toimipiste
Laurea Verkkokampus
Opetuskielet
- Englanti
Paikat
0 - 40
Koulutus
- Complementary competence, master’s studies in English (CYJ2), Generic studies
Opettaja
- Virpi Kaartti
Ryhmät
-
CYJ21KJComplementary competence (master’s studies in English), K21, Generic studies
Toteutustapa
More information: https://www.laurea.fi/kevaan-2021-opinnot-avoin-amk/avoin-yamk-opinnot/CustomerExperienceintheDigitalEra/
Aika ja paikka
Online sessions in Zoom. Canvas e-learning environment.
Oppimateriaali ja suositeltava kirjallisuus
Zaki, Mohamed, (2019), "Digital Transformation: Harnessing Digital Technologies for the Next Generation of Services" Journal of Services Marketing,33 (4), 429-435.
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29 (5), 776-808.
McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F. & Neely, A. (2019). “Gaining customer experience insights that matter”, Journal of Service Research, 21(1), 8-26.
Holmlund, Maria, Vaerenbergh, Yves Van; Ciuchita, Robert; Ravald, Annika; Sarantopoulos, Panagiotis; Villarroel Ordenes, Francisco; Zaki, Mohamed (2020), “Customer Experience Management in the Age of Big Data Analytics: A Strategic Framework”, Journal of Business Research.
Parasuraman, A; Ball, Joan; Aksoy, Lerzan; Keiningham, Timothy; Zaki, Mohamed (2020), "More than a Feeling?: Toward A Theory of Customer Delight", Journal of Service Management.
Hartmann, Philipp Max, Mohamed Zaki, Niels Feldmann, and Andy Neely (2016), “Capturing Value from Big Data - A Taxonomy of Data-Driven Business Models Used by Start-Up Firms,” International Journal of Operations & Production Management, 36 (10), 1382-1406.
Zaki, Mohamed, Bøe-lillegraven, T., and Andy Neely (2016). A Transition Towards a Data-Driven Business Model (DDBM): A Case Study of Nettavisen Online Newspaper Publishing. SAGE Publishing. Doi: http://dx.doi.org/10.4135/9781473970113.
Toteutuksen tärkeät päivämäärät
Online sessions (at 10-16 Finnish time):
9-10 February 2021: Lectures and tasks
22 February 2021: Group meetings with the instructor (about 15-30 min per group)
February 26th 10.00 - 16.00 Final presentations and assessment
In addition to the interactive online sessions, you need to do the course assignment and read related literature.
Opiskelijan ajankäyttö ja kuormitus
5 ects: 135 hours of work
Sisältö ja sen jaksotus
New technologies and new business models have already changed the way organisations interact with their customers and soon developments such as AI, robots and virtual reality will be a completely normal part of the customer experience alongside face to face engagements.
Managers will need to understand new ways to design customer experiences across the digital, physical and social ‘spaces’.
This course brings together designing and managing customer experience in the digital era, drawing on the latest work from the Cambridge Service Alliance. The course incorporates the practical use of frameworks and methods developed in Cambridge that have been tried and tested with over 350 companies worldwide
Lisätietoja opiskelijoille
Course tutor
Dr Mohamed Zaki is the Deputy Director of the Cambridge Service Alliance at the University of Cambridge, a research centre that brings together the world’s leading firms and academics to address service challenges.
Mohamed’s research interests lie in the field of machine learning and its application on Digital Manufacturing and services. He uses an interdisciplinary approach of data science techniques to address a range of real organizations’ problems such as measuring and managing customer experience and customer loyalty. Other research interests include digital service transformation strategy and data-driven business models.
Mohamed’s research has been published in highly-ranked journals, Journal of Service Research, Journal Service Management, Journal of Business Research, International Journal of Operations and Production Management, PloS ONE, Journal of Production Planning & Control, Journal of Services Marketing as well as an edited book, book chapters and many conference articles.
Mohamed raised over £10 million from research council and industry to fund his research. Mohamed is a principle investigator, research manager and co-investigator in many UK research council projects (e.g. EPSRC, ESRC and Innovate UK) and industrial research projects sponsored by international organisations such as IBM, BAE Systems, Caterpillar, Rolls-Royce, Zoetis, Pearson, CEMEX, PWC and HCL technologies.
https://cambridgeservicealliance.eng.cam.ac.uk/About/directory/MohamedZaki
Arviointiasteikko
Hyväksytty/Hylätty