Online lecture about the Customer Experience Management

IBSU International Relations office organized an online lecture “Customer Experience Management” by invited lecturer Dr. Jolanta Tkaczyk.

The aim of the lecture was to present the idea of managing customer experience, including showing and practicing creating a persona, customer journey map, indicating the most commonly used measures of customer experience (NPS, CES, CSAT).

About the Speaker: Jolanta Tkaczyk, Ph.D. in economics, specialization in management (2007); she graduated from Management and Marketing at the SGH Warsaw School of Economics (1996); since 1996, she has been Assistant Professor in the Department of Marketing at Kozminski University. She specializes in training in marketing, market analysis, advertisement, sales techniques, customer service, brand management, and consumer behavior.