BIZ104 - Customer Experience Strategy & Plan - Management Assignment Help

Assignment Task - 

Learning Outcomes       

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.

Context 

This assessment task is designed for you to reflect on assessment 2 of your chosen  organisation to provide concise recommendations on how your organisation couldbecome more customer-centric. To do this, you will apply your knowledge and understanding of key concepts that shape the customer experience covered in all the modules of thissubject. 

You are required to submit a recorded presentation that shows you on camera as well as  visual aids (i.e. power point slides). This provides you with an insight into what may bepart of your job role in the future.

Instructions 

To complete this assessment task you need to consider the researched findings your  assessment task 2 to propose concise recommendations on how your chosen  organization could become more customer-centric and better prepare for the future of  customerexperience management. Your presentation must be in a video format (i.e.  mp4, MOV, etc.)for uploading into Blackboard.  

This assessment involves the following activities: 

1. Introduction 

Introduce yourself, your chosen organisation and the purpose of your presentation topic. Briefly justify the relevance of the presentation topic to the organisation’s industry. 

2. Propose and support your recommendations on: 

• How the organisation can customise its products/services 
• How the organisation could become (more)customer-centric 
• How the organisation could prepare better for the future of customerexperience management. 

3. Conclusion 

Provide a brief summary of your overallrecommendations.

 
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