This formative assessment for the Managing Customer Experience module requires students to prepare a 1,000-word business report analysing the customer experience (CX) strategy of one selected company in one specific country where the company operates. The report is written from the perspective of a customer experience consultant and is intended for the Board of Directors of the chosen organisation. Students must apply relevant customer experience concepts, academic literature and practical examples to evaluate how the organisation creates value for its customers and supports business success. Students must select one company from the organisations provided in the assessment brief: H&M, Chen One, or M&S. The selected company and the specific country being analysed must be clearly identified in the report. The first part of the report requires an explanation of the concept of customer experience and an evaluation of its importance to the success of the chosen brand. This includes considering the role of CX, mutual benefits for the organisation and customers, the impact of CX on business and financial performance, and examples of how the brand has used customer experience to achieve competitive advantage. The second part focuses on how the selected brand delivers a seamless omnichannel customer experience. Students must discuss the organisation's strategy for creating a seamless customer journey, including the role of customer personas and customer journey maps. A detailed customer persona should be developed based on research and data analysis, covering the profile, goals, pain-points and motivations of the selected customer. Students must also create a customer journey map covering stages, needs, activities, feelings, pain-points and opportunities for improvement. The report should critically evaluate how effectively the chosen organisation creates a seamless customer journey and identify potential areas for improvement. The assessment is aligned with learning outcomes concerning the importance of customer experience to business success and the evaluation of seamless omnichannel customer journeys. The report should use an academic style, avoid first-person writing, and appropriately reference figures, diagrams and independent research using the Harvard Referencing System.
Customer Experience · CX Strategy · Customer Journey · Omnichannel Experience · Customer Persona · Customer Journey Map · Customer Satisfaction · Customer Loyalty · Competitive Advantage · Business Performance · Retail Marketing
Megaminds has supported academic requirements in managing customer experience, managing customer experience and related disciplines.