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MKT46000

Academic Year 2023/2024

Customer Experience Management (MKT46000)

Subject:
Marketing
College:
Business
School:
Business
Level:
4 (Masters)
Credits:
10
Module Coordinator:
Dr Anshu Suri
Trimester:
Summer
Mode of Delivery:
On Campus
Internship Module:
No
How will I be graded?
Letter grades

Curricular information is subject to change.

Consumers today interact with firms using multiple touchpoints across numerous channels, presenting marketers with new opportunities and challenges. When managed aptly, marketers can create positive customer experiences (CX) for consumers, resulting in increased customer engagement and loyalty. However, the increase in consumer touchpoints and channels that a consumer can use to interact with a firm also present new challenges in terms of complexities in customer relationship management. This module will introduce students to the phases that encompass a customer’s journey across their interactions with the firm, enabling future marketers to better map and manage their consumers’ CXs. The course will enrich students with a skillset that will help them plan, track, measure and manage their consumers’ CXs. This module will cover theoretical concepts, as well as real-world case studies in CX management. It will also give the students a glimpse into marketing technologies that are available to manage CX.

About this Module

Learning Outcomes:

• Understand what CX comprises of, and why it is relevant in today’s world.
• Comprehend the concepts and theories that define and constitute CX.
• Understand the different phases that customer journeys entail and learn how to map customer journeys to create a positive CX.
• Learn how to quantify and measure CX.
• Learn how to identify and manage negative CXs.
• Become acquainted with some of the tools and frameworks that can be used to map, measure and manage CX.
• Become acquainted with current and future trends in CX management.

Student Effort Hours:
Student Effort Type Hours
Specified Learning Activities

100

Autonomous Student Learning

100

Lectures

33

Total

233


Approaches to Teaching and Learning:
Interactive lecture and case studies.

Requirements, Exclusions and Recommendations

Not applicable to this module.


Module Requisites and Incompatibles
Not applicable to this module.
 

Assessment Strategy
Description Timing Open Book Exam Component Scale Must Pass Component % of Final Grade In Module Component Repeat Offered
Individual Project: CRM Certification Unspecified n/a Pass/Fail Grade Scale No
10
No
Continuous Assessment: Reflective Essays based on class & case discussions Unspecified n/a Graded No
50
No
Group Project: Audit a brand’s CX management strategy and suggest recommendations Unspecified n/a Graded No
40
No

Carry forward of passed components
Yes
 

Resit In Terminal Exam
Autumn No
Please see Student Jargon Buster for more information about remediation types and timing. 

Feedback Strategy/Strategies

• Group/class feedback, post-assessment
• Peer review activities

How will my Feedback be Delivered?

Not yet recorded.