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Develop a customer journey map of a selected organisation. Provide approx 20 PowerPoint slides.
Instructions
You are to choose an organisation (e.g. from retail and entertainment, banking, travel or government) and develop a customer experience journey map. The journey map will be presented via a PowerPoint slide deck of 15-20 slides outlining the process, technology, client interaction, risks and benefits to stakeholders during the process, and areas of improvement in the whole end-to-end process.
Consider the following when creating your customer experience journey map:
1. the interaction of technology with the user/client/consumer and the organisation
2. how a service or product is delivered to the customer through the use of technology
3. the back-end supporting processes and technology required to assist the customer interaction
4. a set of recommendations you would provide to management to improve the customer experience.
Presentation style/format
1. Your presentation should be between 15 and 20 PowerPoint slides.
2. Your report should have the following sections: an outline of the process, technology, client interaction, risks and benefits to stakeholders and areas where the existing end-to-end process could be improved.
3. Quantitative information should be clearly described and appropriately communicated (e.g. using figures and tables should be appropriately labelled).
Your presentation should be written using correct spelling, grammar and punctuation. Language should be free of bias (including but not limited to race, gender, sexual orientation or disability).
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