Reference no: EM132883079 , Length: word count:3500

Customer Experience Assignment

Imagine you have to present a business case to the board to get buy in for Customer Experience. In this business case you need to address the following:

1. Provide an overview and critique of Customer Experience (CX) within your organisation (or a financial services organisation of your choice).
» Discuss the importance of customer experience (CX) to your organisation and how it impacts on KPIs (customer base, churn, retention, revenue, profit, sales, service)
» Identify gaps and/or opportunity for improvement in CX, CX Management with explicit reference to improving KPIs.

2. Document how you would embed, improve and manage Customer Experience using Organisational Framework; Governance, Measurement, Training and Awareness applied appropriately to the organisation. Outline a summary change plan with key steps, key resources, sponsorship and involvement of key personnel/departments)

Tips and Guidelines:
Using your learnings from the modules, the workshops/lectures, assigned readings and additional academic readings to support your assignment. It is recommended that you complete the assignment based on your own organisation or if you wish you may use a fictional Financial Services organisation or disguise the identity of an organisation.

Word Length Guide: 3,500 words, excluding diagrams, cover page, references and any appendices. The assignment should be typed using 12 font size, a professional font (e.g. Times New Roman) and
line spacing. Answer each of the assignment questions in sequence, clearly number each of your answers and include concise headings and sub-headings in each section. The completed assignment should flow as one succinct document covering all three questions. See suggested format and considerations for each question below.

1. Provide an overview of Customer Experience (CX)
Provide a clear description of CX in the organisation with a critical examination of its current/future suitability.
Outline the benefits to the business, how CX will generate a Return on Investment (ROI) and why the organisation needs to focus on it or improve it if already a focus. Show how CX does or could improve Key Performance Indicators for the business.

2. Document how you will embed and manage Customer Experience using the Organisational Framework; Governance, Measurement, Training and Awareness.

Governance

How will you create accountability, responsibility and participation amongst all stakeholders? What roles need to be put in place? Who needs to be involved? Who are your key influencers within the organisation?

Measurement
How will you measure success? What internal and external metrics will you use to benchmark, track and improve the customer experience? Do you have a Voice of the Customer Programme in place? How do you ensure your VOC programme is it fit for purpose, that it supports and drives continuous improvements to the customer experience?

Training
How will you ensure staff are equipped to deliver an excellent customer experience? What are the key skills needed and do you have the skills within the organisation to deliver CX excellence? If there a training or skills gap that needs to be filled do you have the expertise and resources internally?

Awareness
How will you create awareness of the customer and the customer experience right throughout the organisation? What methods and mediums do you have to communicate internally? How do you build awareness that engages and motivates staff to deliver CX Excellence?

Summary Change Plan
Prepare a summary change plan to show the key prioritised initiatives you would implement over a time frame. Define the expected resources and involvement in the plan.

Attachment:- Customer Experience Assignment.rar