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OIM9526

#CX #XD INNOVATION

OIM9526

Course Description:

OIM9526 #CX #XD Innovation
Formerly (MOB9526:#CX #UX #XD)
1.5 credit intensive elective

**Students who took this as MOB9526 cannot register for this course**

This course will complement an existing graduate 1.5-credit elective called Strategies for Innovation and Growth. It is also a good complement to the Managing Technological Innovation course. As their titles suggest, the latter course is overwhelmingly focused on technology based products and hi-tech industries while the former is focused on how can large firms can create and sustain innovation and growth activities. This course will complement two existing graduate 1.5-credit electives (1) Leading Innovation @ Gorillas, Chimps & Monkeys and (2) Innovation Processes.


Course Objective

All countries go through life cycles-agriculture, manufacturing, services and knowledge. The majority of the developed world can be considered today to be primarily in the post-service knowledge based industries. Providing services in addition to goods, which were at one time a differentiator for most businesses are more or less commoditized today. Several trends have emerged over the last 15 years: (1) Move from Services to Experiences; (2) Emergence of new Digital and Networked Economies; (3) Information and Knowledge Intense Economies; (4) the rise of the new post-PC industry, also known as the TIME industry, i.e., the convergence of the Telecom, Information, Media and Entertainment industries and (5) new forms of Designing & Delivering Great Customer Experiences. This course explores the innovations that are driving all these trends as primarily applied to a broad section of service industries-Airlines, Retail, Hospitality, Healthcare, Financial, B2B, TIME and even Not-for-Profits.

This course will cover: Understanding the customer psychology and perceptions in service interactions; explore concepts, methods and tools to dream, define, design and deliver great customer experiences; innovative strategies to use customer experience as a differentiator; and how the convergence of digital technologies data, voice & video is helping firms to engage customers in new and innovative ways.

Offered in Fall/Spring/Summer

Department:

Operations and Information Management

Course Level:

Graduate Elective (Grad)

Course Credits:

1.5

Course Programs:

Graduate