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This module equips students with the skills to design and manage effective customer experience strategies across various sectors. The curriculum covers customer journey mapping, the impact of technology on customer interactions, and the integration of customer feedback into organisational strategies. Students will learn to create customer-centric approaches that enhance satisfaction, increase retention and drive business growth.
ESEI employs a project-based learning and assessment methodology across all modules taught in our master programmes. This innovative approach means students collaborate in groups to develop projects that demand creativity, teamwork, and problem-solving abilities.
The primary advantage of this method is that by the time students graduate, they will have compiled a portfolio of work. This portfolio will be directly relevant to their future roles, whether as employees or business owners, showcasing their hands-on experience and skills.
Project formats vary and are at the discretion of the instructor. Projects can take the form of case studies, written reports, videos, role-playing activities, podcasts, or any other medium that effectively communicates the students’ ideas. Teachers are responsible for creating project briefs and monitoring team progress with regular updates and check-ins.
Projects will be evaluated based on group and individual contributions, as well as the presentation and subsequent Q&A session, highlighting the importance of both collective and personal efforts in achieving project objectives.
A significant portion of the grade, 20%, is determined by students’ engagement and participation in class, reflecting the value placed on active involvement and contribution to the learning environment.
Dr.Elena Emma is a multifaceted professional whose expertise spans executive coaching, entrepreneurship, and academia. Holding a PhD and serving as an adjunct professor, her work intersects significantly with transformative coaching and organizational development. As a seasoned executive coach and entrepreneur, Elena has dedicated her career to facilitating transitional coaching, promoting diversity, inclusion, and effectively managing multicultural environments. Her involvement as a TEDx Speaker, writer, and artist adds depth to her profile, illustrating her diverse talents and innovative approach to personal and professional growth.
Elena Emma brings her vast experience and unique insights into her role as an educator, where she imparts knowledge on transitional coaching, diversity, inclusion, and the restructuring and enhancement of systems, processes, and relationships. Her comprehensive understanding of the challenges and opportunities within individuals and organizations makes her an invaluable asset to our academic community.
Elena’s core expertise lies in her holistic approach to coaching and organizational development. She specializes in assisting a wide range of individuals—executives, entrepreneurs, professionals, managers, educators, accountants, artists, writers, and students—and organizations—including startups, businesses in aggressive growth phases, and those experiencing distress or crisis. Her strategies for organizational chart restructuring, culture enhancement, team building, training, and investment search are informed by her rich background and innovative thinking.
As an adjunct professor, Dr. Elena Emma specializes in courses that cover transitional coaching, diversity and inclusion, and organizational enhancement. Her teaching is underpinned by her real-world experiences and academic research, providing students with a dynamic and comprehensive understanding of how to navigate and lead in complex, multicultural environments. Elena’s approach is deeply rooted in practical applicability, ensuring that students gain actionable insights and strategies to apply in their careers and personal lives.
Dr. Elena Emma’s impact on her students is profound and far-reaching. Through her engaging teaching style and the breadth of her expertise, she inspires students to think critically about the roles of leadership, diversity, and organizational dynamics in the modern workplace. Her guidance prepares students to become effective leaders and change-makers, capable of enhancing systems, processes, and relationships within various organizational contexts. Elena’s dedication to fostering inclusive, adaptive, and innovative environments equips students with the skills necessary to succeed in an ever-evolving global marketplace.
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