Get Original Solution – As aCX consultant, you should write your report for the Board of Director soft the company you have chosen from the list above. Within the business report,re - EssayQuest

Assessment Brief

You are required to write a 2500- word report on the customer experience (referred to as CX from no won in this brief) strategy.

This report should focus on the CX strategy of one (1) company shown below. You should base your report on the analysis of their CX strategy in one specific country in which they operate, which you must clearly identify in the report.

Choose one company within the global ONLINE RETAIL INDUSTRY from the table below:

ALIBABA

eBay

Amazon

As aCX consultant, you should write your report for the Board of Director soft the company you have chosen from the list above. Within the business report,reference should be made to relevant CX concepts, literature and application as appropriate.

Where you feel it is appropriate, the use of tables to more clearly present the finding sin your report is acceptable. HOWEVER, ALL WORDS WITHIN THE SETABLES WILL COUNT TO WARDS YOUR OVERALL TOTAL OF 2, 500 WORDS EXCEPT FOR CONSUMER PERSONA AND CUSTOMER JOURNEY MAP USING THE RECOMMENDED TEMPLATES.

You will be assessed on the module learning out comes:

LO1: Demonstrate acritical understanding of the importance of customer experience (CX) for the success of the business
LO2: Critically Evaluate organisational CX performance metrics
LO3: Critically evaluate how an organisation ensures a seamless omni channel customer journey.
L04: Critically reflect on customer experience strategies and challenges in the era of rapid digitalisation.

With in the report, you need to address the following:

Explain the concept of customer experience(CX) and review its importance in the business success of your chosen brand

Guide lines Points to Consider:

Consider the role of customer experience and how this contributes to the success of your chosen company, discuss the mutual benefits for your brand and its customers and the impact it has had on your chosen brand’s business performance, including its financial performance.
- With reference to specific examples, demonstrate your knowledge of how your chosen brand has successfully leveraged customer experience to achieve competitive advantage.

Discuss how your chosen brand has been able to deliver a seamless omni channel experience for its customers.

Guide liness Points to Consider:

Discuss how your chosen brand has developed a strategy to deliver a seamless experience to its customers, with reference to the nature of customer person as and customer journey maps and their role in the creation of a customer strategy as it relates to customer experience strategy.In support of your discussion:
- Createadetailedcustomerpersonarelevanttoyourchosenbrandbaseduponresearchanddataanalysishighlightingthefollowing key elements: Profile, Persona’s Goals, Pain-points and Motivations.
  - Using the template in the class slides, develop a customer journey map for your persona, identifying the key elements of the journey(Stages,Needs,Activities,Feelings,Pain-points and Opportunities for Improvement)
- Discuss the importance of creating a seamless customer journey for your brand and evaluate how effective it has been increating a seamless journey for the customer.
- Suggest areas for improvement based upon your evaluation of how easy your chosen brand make sit for the customer to complete their journey.

THE WORDS CONTAINED WITHIN YOUR PERSONA AND CUSTOMER JOURNEY MAP USING THE CLASS TEMPLATE DO NOT COUNT TO WARDS YOUR OVERALL WORD COUNT OF 2,500

Evaluate how effectively your chosen brand has used CX metrics to measure the quality of the relationship it has with its customers.

Guide liness Points to Consider:

Discuss how effective your chosen brand has been at measuring the mutually beneficial relationship it has with its customers.
- With reference to three (3) CX metrics covered in the module, which CX metrics would be most beneficial for your chosen brand to use to measure the mutually beneficial relationship it has with its customers
Consider factors that makes the 3 metrics effective, their benefits and weaknesses in relation to your chosen brand.
Evaluate why the three metrics discussed would be most beneficial to the chosen company.

Critically reflect on how successful your chosen brand has been in creating the customer-centric culture needed to deliver the types of experiences its customers value in the era of increasing digitalisation.

Guide liness Points to Consider:

Critically evaluate how effective your chosen brand has been increating the customer centric culture needed to deliver the seamless customer experience your persona values.
- Discuss the importance of CX Leadership AND CX Governance increating a customer-centric business and critically evaluate how effective your chosen brand has been at implemented these within the organisation.
- Consider the role and importance of one (1) other critical success factor (such as People, CX Structure or Innovation, CX Metrics and CX Strategy C Process) and critically evaluate the effectiveness of your chosen brand’s efforts to implement this.
- With reference to previous sections, critically evaluate the over all quality of the relationship your brand has with its customers and suggest practical ways in which your brand could improve the current experience customers have in an era of increasing digitalisation.

Presentation: There port must be in clear font (e.g., Arial point size 10 /11 OR Calibri point size 11/12) with consistent format styles, automatic page number sand table of contents. Line spacing should be 1.5. NOTE:The word count of (2500 words) does not apply to the following elements of your report:

The Cover Page
- The Table of Contents
- Lists of Abbreviations.
- References
- Appendices

All submissions must be written in an academic style (not first person) and any figures, diagrams and independent research must be appropriately referenced using the Harvard Referencing System. If you have any further questions about this course work assignment, please contact the tutor or the module leader.

Marking Guide

Learning Outcome

Fail

0%-3G%

Marginal Fail

40%-4G%

Pass

50%-5G%

Merit

60%-6G%

Distinction

70%-7G%

High Distinction

80%-100%

Demonstrate an understanding of the importance of customer experience(CX) for the success of the business (LO1).

The submission demonstrate salack of understanding of the definition,role C importance of CX for business success by creating a mutually beneficial relationship between the business C the customer.

The discussion is superficial,with minimal reference to the role of CX,mutual benefits,or impact on your chosen brand’s business performance.

There is little to no use of specific examples of how your chosen brand has used CX to gain competitive

The submission shows a limited understanding of the definition,role C importance of CXfor business success by creating a mutually beneficial relationship between the business C the customer.

The discussion touches on the role of CX and its benefits but lacks depth and clarity. The impact on your chosen brand’s business performance is mentioned but not thoroughly explored. Specific examples of how your chosen brand has used CX to gain competitive

advantage are sparse

The submission demonstrates an adequate understanding of the definition, role C importance of CX for business success by creating a mutually beneficial relationship between the business C the customer.

The discussion covers the role of CX, mutual benefits,and impact on your

chosen brand’s business performance with some clarity.

Specific examples of how your chosen brand has used CX to gain competitive advantage have been

The submission shows a good understanding of the definition,role C importance of CX for business success by creating a mutually beneficial relationship between the business C the customer.

The discussion is clear and well- structured,covering the role of CX, mutual benefits,and impact any our chosen brand’s business performance in detail.

Specific examples of how your chosen brand has used CX to gain a competitive advantage have been

The submission demonstrates an excellent understanding of the definition,role C importance of CX for business success by creating a mutually beneficial relationship between the business C the customer.

The discussion is thorough and well- structured,providing a detailed analysis of the role of CX,mutual benefits,and impact on your chosen brand’s business performance.

Specific examples of how your chosen brand has used CX to gain competitive

advantage have been

The submission shows an outstanding understanding of the definition,role C importance of CX for business success by creating a mutually beneficial relationship between the business C the customer.

The discussion is comprehensive and exceptionally well- structured,offering an in-depth analysis of the role of CX, mutual benefits,and impact on your

chosen brand’s business performance.

Specific examples of how your chosen

advantage,and the analysis is poorly structured and unsupported by evidence.

and not well- integrated in to the analysis. The over all argument is weak and lacks coherence.

used but may not be fully developed or integrated.The analysis is generally coherent but may lack depth and critical insight.

used effectively to support the analysis. The argument is coherent and demonstrates critical insight,thought.

well-chosen and integrated seamlessly in to the analysis.The argument is strong, coherent,and shows a high level of critical insight.

brand has used CX to gain competitive advantage have been expertly chosen and integrated,providing robust support for the analysis.

The argument is highly coherent, insightful,and demonstrates exceptional critical thinking.

Evaluate how an organisation ensures a seamless omni channel customer journey (LO3).

The submission demonstrates alack of understanding of how an organization ensures a seamless omni channel customer journey. The discussion is superficial,with minimal reference to the definition and role of customer personas and customer journey maps and the importance of creating a seamless

The submission shows a limited understanding of the topic. The discussion touches on the definition and role of customer personas and customer journey map sand the importance of creating a seamless experience for the customer but lacks depth and clarity.

Visual presentation of the customer

The submission demonstrates a satisfactory understanding of how an organization ensures a seamless omni channel customer journey.

The discussion covers the definition and role of customer personas and customer journey maps and the importance of creating a seamless experience for the

The submission shows a good understanding of the topic.

The discussion is clear and well- structured,covering the definition and role of customer personas and customer journey maps and the importance of creating a seamless experience for the customer in detail.

The submission demonstrates an excellent understanding of how an organization ensures a seamless omni channel customer journey.

The discussion is thorough and well- structured,providing a detailed analysis of the definition and role of customer personas and customer journey maps and the

The submission shows an outstanding understanding of the topic.

The discussion is comprehensive and exceptionally well- structured,offering an in-depth analysis of the definition and role of customer personas and customer journey maps and the importance of

experience for the customer.

Visual presentation of the customer persona and customer journey map missing or created in away that does not reflect the customer’s journey or the key elements.

There is little to no critical evaluation or specific examples that are relevant to your chosen brand, and the analysis is poorly structured and unsupported by evidence.

persona and customer journey map provided,but lack sunder standing of the key elements or some elements omitted.

The critical evaluation is weak, with few specific examples that are relevant to your chosen brand and limited analysis.

The over all argument is not well-developed and lacks coherence.

customer with some clarity.

Visual presentation of the customer persona and customer journey map provided, showing understanding of key elements,but limited relevance to the chosen brand.

The critical evaluation is present but may lack depth and critical insight. Specific examples that are relevant to your chosen brand are used but may not be fully developed or integrated.

Professional looking visual presentation of the customer persona and customer journey map,with some relevance to the chosen brand.

The critical evaluation is coherent and demonstrates insight, supported by specific examples that are relevant to your chosen brand.

The argument is generally strong, though some areas may need further development.

importance of creating a seamless experience for the customer.

Excellent C professional looking visual presentation of the customer persona and customer journey map,with relevance to the chosen brand.

The critical evaluation is strong, with well- chosen examples that are relevant to your chosen brand. and a high level of insight.

The argument is coherent and demonstrates critical thinking.

creating a seamless experience for the customer.

Outstanding C professional looking visual presentation of the customer persona and customer journey map,with demonstrated relevance to the chosen brand.

The critical evaluation is highly insightful,supported by expertly chosen examples that are relevant to your chosen brand.

The argument is exceptionally coherent, demonstrating exceptional critical thinking and suggesting meaningful areas for improvement.

Evaluate organisational CX performance metrics(LO2).

The submission demonstrates alack of understanding of organizational CX performance metrics . The discussion is superficial,with minimal reference to the three CX metrics in relation to the chosen brand.

There is little to no critical evaluation of the strengths C weaknesses oft he three chosen metrics or specific examples, and the argument justifying the relevance of the three metrics to your chosen brand is poorly structured and unsupported by evidence.

The submission shows a limited understanding of the topic. The discussion touche son the three CX metrics in relation to the chosen brand but lacks depth and clarity.

The critical evaluation of the strengths C weaknesses of the three chosen metrics is weak, with few specific examples and limited analysis.

The argument justifying the relevance of the three metrics to your chosen brand is not well-developed and lacks coherence.

The submission demonstrates an adequate understanding of organizational CX performance metrics. The discussion covers three CX metrics in relation to the chosen brand with some clarity.

The critical evaluation of the strengths C weaknesses of the three chosen metrics is present but may lack depth and critical insight.

The argument justifying the relevance of the three metrics to your chosen brand is present but may not be fully developed or integrated.

The submission shows a good understanding of the topic. The discussion is clear and well- structured,covering three CX metrics in relation to the chosen brand in detail.

The critical evaluation of the strengths C weaknesses of the three chosen metrics is coherent and demonstrates insight,supported by specific examples.

The argument justifying the relevance of the three metrics to your chosen brand is generally strong, though some areas may need further development.

The submission demonstrates an excellent understanding of organizational CX performance metrics. The discussion is thorough and well- structured,providing a detailed analysis of the three CX metrics in relation to the chosen brand.

The critical evaluation of the strengths C weaknesses of the three chosen metrics is strong is strong, with well-chosen examples and a high level of insight.

The argument justifying the relevance of the three metrics to your chosen brand is coherent and demonstrates critical thinking.

The submission shows an out standing understanding of the topic. The discussion is comprehensive and exceptionally well-structured, offering an in-depth analysis of the three CX metrics in relation to the chosen brand.

The critical evaluation of the strengths C weaknesses of the three chosen metrics is highly insightful, supported by expertly chosen examples.

The argument justifying the relevance of the three metrics to your chosen brand is exceptionally coherent, demonstrating

exceptional critical

thinking and suggesting meaningful areas for improvement.

Critically reflect on customer experience strategies and challenges in the era of rapid digitalisation (LO4).

The submission demonstrates alack of under standing of customer experience strategies and challenges in the era of rapid digitization.

The discussion is superficial,with minimal reference to CX leader ship, governance,or other critical success factors.

There is little to no critical evaluation of the importance of these CSF sin creating a customer- centric culture in the chosen brand or specific examples that are relevant to the chosen brand,

and the analysisis

The submission shows a limited understanding of the topic.

The discussion touche son CX leadership, governance,and other critical success factors but lacks depth and clarity. The critical evaluation of the importance of these CSF sin creating a customer- centric culture in the chosen brand is weak,with few specific examples that are relevant to the chosen brand and limited analysis.The over all argument is not well-developed and lacks coherence.

The submission demonstrates an adequate understanding of customer experience strategies and challenges in the era of rapid digitization.

The discussion covers CX leadership, governance,and other critical success factors with some clarity.

The critical evaluation of the importance of these CSFs in creating a customer-centric culture in the chosen brand is present but may lack depth and critical insight.

Specific examples

that are relevant to

The submission shows a good understanding of the topic. The discussion is clear and well- structured,covering CX leadership, governance,and other critical success factors in detail.The critical evaluation of the importance of these CSF sin creating a customer- centric culture in the chosen brand is coherent and demonstrates insight,supported by specific examples that are relevant to the chosen brand.

The argument is generally strong, though some areas