Module code : QHO571

Module Title : Customer Experience

Case Study:

The Task

Working in groups of max. 4 you are required to deliver a twenty-minute presentation that explores the role of customer experience in delivering competitive advantage for a company of your choice (subject to approval by your tutor).

You are essentially required to offer an analysis and critique of the live case study customer experience using models, theories and approaches introduced on the module, as well as offering recommendations for enhancement. You are encouraged to use a ‘live’ client whenever possible as this will likely give you better access to data and research opportunities as well as potentially increasing your employability.

This is an academic presentation that requires you to demonstrate your research skills as well as those related to critical analysis and synthesis. You are expected to apply customer experience-related theories and models to the live case study, but you are also expected to treat these theories and models discursively. The content of the presentation should be reflective of the topics and readings introduced during the module, you are also, encouraged to extend your knowledge beyond the confines of the module as well as synthesising your previous learning.

The presentation should be supported by the following:

• A customer journey map showing the enhanced customer experience
• Fully referenced visuals aids
• Fully referenced 3,000-word script

You need to have determined your groups and agreed the groups with your tutor by the fourth week of teaching. Any students who have not agreed a group by this date will be allocated a group by the tutor. You can choose to work on your own.

Each member of the group is required to fully engage with the task and the work should be divided equitably between team members. You should make a record of your individual contributions and include these as part of your assessment. You will also need to include your group contract. You will be awarded a mark individually based on the quality of your work, and the degree to which this reflects, supports, or is consistent with other members of the group.

 

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