BIZ104 Customer Experience Management and Customer Centricity

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BIZ104 Customer Experience Management

Question

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Task:

The Subject Learning Outcomes demonstrated by successful completion of the task below include:
a) Compare and contrast the emerging concepts and practices that shape the customer experience.
b) Explore customer differentiation in service delivery and identify customer’s critical touchpoints that influence an organisation’s customer experience strategy
c) Research a customer problem and develop an appropriate customer experience
d) Develop and communicate a customer experience strategy
e) Analyse and apply tools to monitor and evaluate
a customer experience strategy

• Using the Research findings from Assessment 2, you will propose recommendations for the organisation’s CEM strategy to become more customer-centric.
• Showcase your presentation skills by imagining you are presenting your recommendations to the CEO of the organisation.
• Demonstrate your understanding and application of customer experience concepts / theories from the modules.

Context
Welcome to Assessment 3 where you expand on your findings from your research analysis in Assessment 2, to now propose some recommendations on how the organisation could become more customer-centric. As part of that you will need to communicate a new or improved CEM strategy to improve the overall customer experience, reduce complaints and increase customer loyalty. To do this, you will apply your knowledge and understanding of the key concepts / theories that shape the customer experience covered in all the modules of this subject.
You are required to submit a recorded presentation that shows you on camera as well as visual aids (i.e. power point slides). Your presentation must be in a video format (i.e. mp4, MOV, etc.) for uploading into Blackboard.

Task Instructions
This assessment involves the following activities:
a) Introduction - Introduce yourself, your chosen organisation, the purpose of your presentation, and justify the relevance of the presentation topic to the organisation’s industry.
b) Research Analysis Findings - Provide an overview of your research findings from Assessment 2.
c) CEM Strategy Recommendations - Propose and support your new or improved CEM strategy recommendations on how the organisation can:
• Customise its products/services
• Become (more) customer-centric
• Prepare better for the future of customer experience management.
You will also need to develop and connect a customer journey map or Service Blueprint with a Business Value Proposition Canvas for the 2 customer segments identified in Assessment 2.
Discuss and apply concepts / theories covered in modules 5 & 6. This is going to be your presentation differential, customer centricity and preparation for the future of customer experience.

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