A2 (Business Report) on Digital Customer Experience Strategic Plan
Building on the knowledge and understanding of the company from the poster, you have been asked to produce a report for the Senior Management Team about improvements that could be made to formulate a robust customer experience strategy. You will also need to provide relevant metrics to measure Key Performance Index .
A comprehensive customer journey map for all stages of the customer journey.
Using the Customer Journey map, identify and critically evaluate the key digital influences on the consumer journey to determine their relative importance at all stages of the customer journey process.
Based on the above, formulate at least 2 CX objectives.
Critically evaluate the relevance of different metrics, key performance index and analytics that can be used for evidence-based decision-making to enhance customer experience strategy.
