Understanding Customer Experience – #uce152

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

Introductions and expectations

• From which city do you participate today? • What do you work with?

Understanding Customer Experience

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

Examinations

Only for officially admitted participants•1 written assignment per module•1 written project work•A minimum of 3 blog posts per module 2-5•A minimum of 9 comments per module 2-5 on other participants blog posts•Active participation in final presentation