Overview:
- Credits:
- 10.0
- Level:
- 4
- Semester:
- Summer
- Subject:
- Marketing
- School:
- Business
- Coordinator:
- Dr Anshu Suri
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Curricular information is subject to change
• 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 Type | Hours |
---|---|
Lectures | 33 |
Specified Learning Activities | 100 |
Autonomous Student Learning | 100 |
Total | 233 |
Not applicable to this module.
Description | Timing | Component Scale | % of Final Grade | ||
---|---|---|---|---|---|
Continuous Assessment: Audit a brand’s CX management strategy and suggest recommendations | Unspecified | n/a | Graded | No | 35 |
Continuous Assessment: In-class participation | Unspecified | n/a | Graded | No | 15 |
Continuous Assessment: Group case presentation | Unspecified | n/a | Graded | No | 20 |
Continuous Assessment: Individual short case reports (1 page each) | Unspecified | n/a | Graded | No | 30 |
Resit In | Terminal Exam |
---|---|
Autumn | No |
• Group/class feedback, post-assessment
• Peer review activities
Not yet recorded.
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