Customer Experience Design module (BU51017)

This module will provide participants with knowledge of the conceptual vocabulary and fields of application of ‘customer experience design’ as a system that examines processes, activities and tasks. Given the growing commercial importance of the ‘experience economy’, participants will explore interactions between customers/users and service providers in various operational contexts, such as tourist destinations, health care sector, and retailing settings. Customers always have an experience - good, bad, and often indifferent. The experiential marketing knowledge and service design skills gained in this course will help participants developing an analytical view of service offerings that leads to sustainable experiences.