Understanding Customer Experience – #UCE72

Course introduction

Agenda for webinar

Welcome to the course and CTFIntroductions and expectationsAbout the courseBlog and TwitterAdobe connect Next steps

CTF, Service Research Center at Karlstad University

Facts & figures

• Established in 1986

• Excellent group at Karlstad University

• Involved in research, undergraduate and graduate education in cooperation with companies and other organizations

• Over 50 researchers and Ph D students in business administration, working life science, sociology, economics, psychology and sociology of religion

• International visiting professors

Research

CTF's efforts to develop groundbreaking theoretical knowledge has resulted inmultidisciplinary research themes: Service Management, Service Innovation and Service Experience.

Based on these themes we now develop a crosscutting theme on Transformative Service Research.

Examples of Academic Cooperation

• BI, Norwegian School of Management, Norway• Hanken School of Economics, Finland• MIT, Forskarskolan Management och IT, Sweden• NHH, Norwegian School of Economics and Business Administration• NUS, National University of Singapore, Singapore• University of Maryland, Robert H. Smith School of Business, USA• W. P. Carey School of Business at Arizona State University, USA• Warwick Business School, University of Warwick, UK

Example of research partners

• Ericsson• IKEA• Nobina• Landstinget i Värmland• SL• Trafikverket• Volvo• Valmet

• ICA • Löfbergs• Region Värmland• Skatteverket• Försäkringskassan• Telia• SP, Sveriges tekniska

forskningsinstitut• Västtrafik

ctf.kau.se

Quick questions – answer in the chat

For which organization do you work?What is your role?What are your expectations?

Purpose of the course

to prepare participants for analytical work related to customer experiences by introducing useful concepts and theories towards this end

Understanding Customer experience

Two courses in one

Live eventsWebinars and TweetchatsNon-compulsorySchedule

Course literature

Freely available on module pages

Exception – Book:Cialdini, R. B. Influence: Pearson New International Edition Science and Practice. London: Pearson Education Limited, 2013. Pages: 272.

Examinations

For officially admitted students• 1 written assignment per module• 1 written project work• A minimum of 2 blog posts per module 2-5• A minimum of 10 comments per module 2-5

on other participants blog posts• Active participation in final presentation

Requirements for course certificate

For open learners/participants• Connected blog to course homepage• A minimum of 2 blog posts per module 2-5

Next steps

1. Read and watch material for module 12. Blog action

1. Create blog if you do not have one2. Create new category on your existing blog3. Write first blog post4. Connect blog to course homepage

3. Create Twitter account, follow @openUCE as well as other participants and share your blog post using #uce72

Your first blogpost

• Present yourself– Your motivation– Social media background– Particular module / other topics of interest– Expectations on the course– ”Academic” background

Understanding Customer Experience – #UCE72

Course introduction