BIZ104: Customer Experience Management - Management Assignment

Internal Code: MAS5902

Management Assignment:

• Offer a brief introduction to the industry within which the organization competes and a brief background into the company and its service offering. • Identify and differentiate 3 customer personas to illustrate and communicate their unique customer perspectives. • Provide evidence of generative research data using at least 2 of the following: -At least 5 customer interviews, -10 completed customer surveys, -observational data from field research -existing customer data These should be placed in the appendix of the report. • Map the current experience and journey maps for each of the 3 customer profiles showing the customer’s experience before, during and after the service/product experience. • Competitor analysis that compares at least 2 competitors based on any 3 key customer experience issues as highlighted from the generative research results • Summarize the results of your research by addressing the current state of the service experience of the product or organization and how the current customer experience rates or compares with competitor offerings?