Course Schedule and Catalog
Course Catalog - 2019-2020
MGMT 778 - CUSTOMER EXPERIENCE MANAGEMENT
Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Grade Mode: Standard Letter
Language of Instruction: Taught in English
Course Type: Seminar
Credit Hours: 1.5
Restrictions:
Must be enrolled in one of the following Program(s):
MBA for Professional Extended
MBA for Professionals
MBA for Professional Weekend
MBA - Executive Program
MBA
Must be enrolled in one of the following Level(s):
Graduate
Graduate Quadmester
Description: This course examines the key issues in managing customer experience in customer-focused service organizations. Its learning objectives are to understand the customer decision journey framework, diagnose and solve problems with journey mapping, design a transformative customer experience, measure experience, and manage unforeseen mishaps and setbacks.