Improving Customer Experience To Enhance Customer Engagement
General
- Graduate
- 35 learners; teams of 5
- 18 hours per learner
- Dates set by experience
- Learners self-assign
Preferred companies
- 1/1 project matches
- Canada
- Academic experience
- Any company type
- Any
Categories
Skills
Project timeline
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October 20, 2023Experience start
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November 3, 2023Project Scope Meeting
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November 24, 2023Experience end
Timeline
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October 20, 2023Experience start
-
November 3, 2023Project Scope Meeting
Meeting between students and company to confirm: project scope, communication styles, and important dates.
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November 24, 2023Experience end
Overview
- Details
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Fanshawe College students in this program understand customer experience design through Customer Experience (CX) research, maximizing journey mapping, measuring the CX journey, and how to deploy direct and interactive omni-channel (multiple) marketing campaigns using customer intelligence and social media analytics.
This project will involve groups of 4-5 students in teams to develop a new customer experience for a product or service. The objectives are to apply the course material and develop an appreciation for the process that a Customer Experience Specialist or Marketing Manager goes through in developing a new customer experience plan.
Each team will play the part of a customer experience company which encompasses all the CX tools and will be pitching a new customer experience to your organization. Additional details regarding the live client work will be discussed in class.
- Learner skills
- Strategic communications, Competitive analysis, Analytical reasoning, Cx research
- Deliverables
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Each team will submit one collective finalized CX plan outline (including all finalized canvases) and a new prototype wireframe.
The last week of the course is reserved for each team to make a 15 minute presentation, which will be based on the subject matter of the CX plan being prepared. Presentations will be supported by PPT slides and video and will include:
- Introduction
- Current Experience
- Opportunity/Problem
- Audience
- Research Plan & Insights
- Recommendations
- Future CX Experience
- Prototype (example)
- Conclusion
Students will also provide a 5-8 page report outlining the core findings from the presentation with recommendations on next steps.
Project Examples
Students in groups will work with your company to identify your needs and provide actionable recommendations, based on their in-depth research and analysis.
Project activities that students can complete may include, but are not limited to:
- Apply strategic CX processes and tools to enhance the overall customer experience and improve customer retention, satisfaction, and profitability.
- Evaluate data extracted from a variety of marketing technology platforms to support problem-solving and decision-making processes in marketing and improve customer experience.
- Design customer experience journey mapping to identify areas to improve customer experiences and automate personalized digital marketing.
- Gather and analyze primary and secondary marketing research in order to support sound marketing decisions that improve customer experiences
- Develop strategies to establish and maintain working relationships with clients in order to strengthen their loyalty to an organization’s products/services.
Additional company criteria
Companies must answer the following questions to submit a match request to this experience:
How is your project relevant to the course?
A representative of the company will be available for a pre-selection discussion with the administrator of the course to review the project scope.
If you are based outside of EST time zone, what hours would you be available for students to connect with you?
Provide relevant information/data as needed for the project.
Provide an opportunity for students to present their work and receive feedback.
A representative of the company will be available to answer questions from students in a timely manner for the duration of the project.