Subject Code and Title BIZ104 Customer Experience ManagementAssessment Customer Experience Strategy: RecommendationsIndividual/Group Individual Presentation Length 7 minutes +/- 10% (Maximum 10 slides)Learning Outcomesa) 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 strategyc) Research a customer problem and develop an appropriate customer experienced) Develop and communicate a customer experience strategye) Analyse and apply tools to monitor and evaluate a customer experience strategySubmission Due by 11:55pm AEST/AEDT Sunday of Module 6.1 (week 11) For intensive (6 week) class: by 11:55p.m. AEST/AEDT Sunday of Week 6 Weighting 25% Total Marks 100 marks
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 could become 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 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). This provides you with an insight into what may be part of your job role in the future.
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 customer experience 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 customer experience management.
3. Conclusion Provide a brief summary of your overall recommendations. 4. Reference slide References must be listed using APA 6th ed. referencing style.