Reference no: EM133143756 , Length: word count:2000

MKT7013 Managing Customer and User Experience - Arden University

Assignment Brief:
As part of the formal assessment for the programme you are required to submit a Managing Customer and User Experience assignment. Please refer to your Student Handbook for full details of the programme assessment scheme and general information on preparing and submitting assignments.

Learning Outcome 1: Demonstrate an advanced level of knowledge of the importance of CX and UX within the digital business environment.

Learning Outcome 2: Critically evaluate CRM data sets to make informed business choices and decisions within a specific industry.

Learning Outcome 3: Appraise the importance of ethical, legal, and regulatory frameworks when handling customer data demonstrating evidence of high-level research.

Learning Outcome 4: Design fully justified and advanced level customer journeys and experiences.

Learning Outcome 5: GA1 Discipline Expertise: Knowledge and understanding of chosen field. Students will possess a range of skills to operate within this sector, have a keen awareness of current developments in working practice being well positioned to respond to change.

Assignment Task

Using the CX audit carried out previously, you are now required to produce a CX journey schematic. The schematic must recommend improvements in the CX approach your chosen organisation currently implements.

Your schematic must:

- Identify the stages the customer travels through on their customer journey to achieve their desired goal(s).
- Identify any pain points the customer endures throughout the customer journey.
- Present and justify your suggestions for the improvement of the pain points. Ensure you take into consideration and appraise the relevant ethical, legal and regulatory concerting customer data and make recommendations around how the business should comply to these
- The suggestions for improvement should be presented as detailed annotations on your schematic, with the overall document not exceeding the word count previously stated
- Ensure a granular approach giving consideration to the UX of individual touchpoints as appropriate
- You will need to apply the CX and UX theoretical frameworks detailed throughout the module, as well as your own research, to your recommendations and analysis.

You must then use your schematic document to create a PowerPoint presentation of your recommendations. This presentation should be narrated and have a duration of 10 minutes.

Attachment:- Managing Customer and User Experience.rar