Slides from the course introduction webinar of the open networked learning course Understanding Customer Experience #uce152 @ctfse @KAU: http://hhk.kau.se/uce

1. Understanding Customer
Experience – #uce152
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. Introductions and expectations
• From which city do you participate today?
• What do you work with?

10. Understanding Customer Experience
Purpose
to prepare participants for analytical work
related to customer experiences by introducing
useful concepts and theories towards this end

11. 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