#uce72 - Course introduction webinar
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The document is an introduction to the '#uce72' course focused on understanding customer experience, detailing the course's agenda, objectives, and requirements. It highlights the academic cooperation and research partnerships involved in the course, along with the steps participants need to take to engage with the course materials. Finally, it outlines the necessary preparations and expectations for participants, including blog postings and social media interactions.
#uce72 - Course introduction webinar
- 1. Understanding Customer Experience – #UCE72 Course introduction
- 2. Agenda for webinar Welcome to the course and CTF Introductions and expectations About the course Blog and Twitter Adobe connect Next steps
- 3. CTF, Service Research Center at Karlstad University
- 4. 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
- 5. Research CTF's efforts to develop groundbreaking theoretical knowledge has resulted in multidisciplinary research themes: Service Management, Service Innovation and Service Experience. Based on these themes we now develop a crosscutting theme on Transformative Service Research.
- 6. 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
- 7. 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
- 8. ctf.kau.se
- 9. Quick questions – answer in the chat For which organization do you work? What is your role? What are your expectations?
- 11. Purpose of the course to prepare participants for analytical work related to customer experiences by introducing useful concepts and theories towards this end
- 13. Two courses in one
- 14. Live events Webinars and Tweetchats Non-compulsory Schedule
- 15. 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.
- 16. 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
- 17. Requirements for course certificate For open learners/participants • Connected blog to course homepage • A minimum of 2 blog posts per module 2-5
- 18. Next steps 1. Read and watch material for module 1 2. Blog action 1. Create blog if you do not have one 2. Create new category on your existing blog 3. Write first blog post 4. Connect blog to course homepage 3. Create Twitter account, follow @openUCE as well as other participants and share your blog post using #uce72
- 19. Your first blogpost • Present yourself – Your motivation – Social media background – Particular module / other topics of interest – Expectations on the course – ”Academic” background
- 20. Understanding Customer Experience – #UCE72 Course introduction
Editor's Notes
- #6: CTF's efforts to develop groundbreaking theoretical knowledge has resulted in multidisciplinary research themes: Service Management, Service Innovation and Service Experience. Based on these themes we now develop a crosscutting theme on Transformative Service Research.
- #10: Based on research at CTF and other institutions No ”10 steps to great customer experiences” guide
- #12: Based on research at CTF and other institutions No ”10 steps to great customer experiences” guide
- #16: Based on research at CTF and other institutions No ”10 steps to great customer experiences” guide