Essay BIZ104 – Customer Experience Management – Customer Experience Strategy – Management Assignment Help

Assignment Task

Learning Outcomes 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

Task Summary
-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 concpets / theories.
Please refer to the Task Instructions for details on how to complete this task.

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 group research findings from Assessment 2.
c) CEM Strategy Recommendations – Propose and support your new or improved CEM strategy recommendations on 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 and a Business Model Canvas with a Business Value Proposition Canvas for the 2 customer segments identified in Assessment 2.
Tip: 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.
d) Conclusion – Provide a brief summary of your overall recommendations, and how your CEM strategy will offer a better service to your organisation’s customers, reduce
complaints and increase customer loyalty
e) Reference Slide – References must be listed using APA 6th ed. referencing style.