Slides from the course introduction webinar of the open online course Understanding Customer Experience (#uce72) at Karlstad University on January, 24 2017. Course homepage available at: http://hhk.kau.se/uce.

1. Understanding Customer
Experience – #UCE72
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. Quick questions – answer in the chat
For which organization do you work?
What is your role?
What are your expectations?

11. Purpose of the course
to prepare participants for analytical work
related to customer experiences by introducing
useful concepts and theories towards this end

12. Understanding Customer experience

13. Two courses in one

14. Live events
Webinars and Tweetchats
Non-compulsory
Schedule

15. Course literature
Freely available on module pages
Exception – Book:
Cialdini, R. B. Influence: Pearson New
International Edition Science and Practice.
London: Pearson Education Limited, 2013.
Pages: 272.

16. Examinations
For officially admitted students
• 1 written assignment per module
• 1 written project work
• A minimum of 2 blog posts per module 2-5
• A minimum of 10 comments per module 2-5
on other participants blog posts
• Active participation in final presentation

17. Requirements for course certificate
For open learners/participants
• Connected blog to course homepage
• A minimum of 2 blog posts per module 2-5

18. Next steps
1. Read and watch material for module 1
2. Blog action
1. Create blog if you do not have one
2. Create new category on your existing blog
3. Write first blog post
4. Connect blog to course homepage
3. Create Twitter account, follow @openUCE as
well as other participants and share your blog
post using #uce72

19. Your first blogpost
• Present yourself
– Your motivation
– Social media background
– Particular module / other topics of interest
– Expectations on the course
– ”Academic” background

20. Understanding Customer
Experience – #UCE72
Course introduction