EXDM 431

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Guest, Visitor, and Customer Experience Management

Experience Design and Management Marriott School of Business

Course Description

Focus on intentional customer experience management. How customer experience management can be a catalyst for organizations becoming more experience centric. Learn how to advocate for intentional customer experience management within organizations.

When Taught

Fall

Min

1.5

Fixed

1.5

Fixed

1.5

Fixed

0

Other Prerequisites

Only available to experience design and management majors

Title

Measurement

Learning Outcome

Develop customer experience measurement principles strategies, and metrics to align with business goals and cross-functionally govern customer experience programs.

Title

Training

Learning Outcome

Develop training and incentive programs to activate an organization around customer experience.

Title

Responsiveness

Learning Outcome

Develop capabilities necessary to help an organization be responsive to customer needs, wants, and perceptions.