Customer experience management

By the end of this course, students should be able to: • Know and apply the most important tools and techniques used to create compelling customer experiences like Design Thinking Method • Know and be able to use in creating customer experiences the latest research on consumer behavior, human decision making • Know the difference between B2C and B2B settings and its implication for CEM • Know and apply the strategy of CEM in marketing and management in general • Know how to analyze and create the customer journey map