Welcome to Understanding Customer Experience!

The course will start on January 22, 2018! Register for coming updates!

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Course Modules

Course News

Understanding Customer Experience open for registration

Dear practitioner, On January 22nd, we will start the fourth run of our free open online course about understanding customer experience (register here). The aim of the course is to prepare you for analytical work related to customers’ experiences and to provide concepts and theories that are suitable for this purpose. The open online course […]

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Latest Posts

How to nail a job interview using ESP

2017-09-08 | mark.drechsler

There are countless job interview sites out there aimed at helping prospective employees put their best foot forward in an interview situation. Most offer quite similar advice: Research the company an...

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Developing leaders – when good enough is actually better

2017-08-31 | mark.drechsler

I’ve been thinking a fair bit about leadership and succession planning lately, particularly in relation to the well-worn Tom Peters adage that: Leaders don’t create more followers, they cr...

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Designing for the Digital Divide

2017-08-03 | mark.drechsler

Today saw the release of the 2017 Australian Digital Inclusion Index, which can be downloaded from the Telstra Sales Portal Digital Inclusion website. The report had some positive, although expec...

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Students as partners – moving beyond the customer concept

2017-06-21 | mark.drechsler

The debate of whether students are or are not ‘customers’ of their University is a well worn one, so it was of great interest to see this report published today via Universities UK which p...

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Ett biblioteks servicescape

2017-05-21 | Gunilla Christiansson

Servicescape, bibliotekInför detta blogginlägg passade jag på att besöka vår stads bibliotek eftersom jag alltid har svårt att hitta där.Miljön är ö...

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Gunillas blogg 2017-05-16 21:16:00

2017-05-16 | Gunilla Christiansson

Since I assume that most participants in the course speek Swedish, I will write in Swedish instead. If I am all wrong - tell me, and I will switch to English again. 😊Videon "Physical Evidence ...

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Module 5 – Customer’s experience rooms (week 2)

2017-05-16 | uce2017

In your blog post for week 2 reflect upon one or two videos presented above and reflect on how the presented concepts relate to your organisation. Working at a swedish publisher with several different...

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mod 5, w2, Video commenting

2017-05-12 | erikvrfrisk

A very exciting blog post headline isn’t it! Using SMS or messages back and forth with our customers, I didn’t think there’d be that much of a servicescape to analyze or discuss. We ...

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Changes in the Australian Higher Ed LMS landscape – a wave, or just a ripple?

2017-05-09 | mark.drechsler

This week, the University of Sydney announced that it was migrating from Blackboard Learn to Canvas, joining RMIT and the University of Adelaide who have also announced similar moves in the last ...

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