MKTG08055 2022 Customer Experience Innovation

Create a brand for the project team and idea

Work as part of a team

Incorporate the application of innovative technologies into the organisations customer systems

Evaluate the appropriateness of various innovative technologies for the purposes of customer experience excellence

Appraise the inter-connectedness of all customer experiences

This module follows the PBL teaching approach where students are constantly solving problems and are facilitated in this process by the lecturer and their peers. Students investigate and apply innovative technologies to improve customer experiences as appropriate to the project they are working on. 

Each week they present to their class group on work completed and work in progress. Students self-evaluate and are also are evaluated by the lecturers and their peers, obtaining marks for this process.

Projects may be sourced from outside organisations or can be chosen by the team.  Each project may be unique.

Proposal document and presentation 15% 

Interim report and presentation 15% 

Final Outcomes - business report and presentation demonstrating the use of their innovative technologies  50%  

The process - Weekly work in progress discussions/verbal presentations, task documents, participation and evaluations 10%

There is a final individual reflective learning diary which is added to each week throughout the process 10% 

An individual repeat assessment

1.  Create a brand for the project team and idea

• Brainstorming and idea generation activities.
• Developing a corporate image and vision for the team and the idea.
• Selection of branding designs, logos and taglines.
• Operating as part of a team with clear guidelines on roles and responsibilities.
• Project management -overseeing of activities and outcomes, creation of and adherence to timelines, problem solving, dealing with conflict and negotiation.

2.  Work as part of a team 

• Operating as part of a team with clear guidelines on roles and responsibilities.
• Calling meetings, planning, organising and evaluating, making and defending decisions.
• Professional development - report writing and professional presentations, dealing with outside organisations, conducting research, dealing with feedback from peers and industry, and reflective learning practices.

3.  Incorporate the application of innovative technologies into organisations customer systems

• Research into innovative technologies that best suit the project at hand, applied to each element of the assessment.
• Cost/Benefit analysis of the appropriate customer experience technologies.
• Testing of the technologies and making changes as necessary.

4.  Evaluate the appropriateness of various innovative technologies for the purposes of customer experience excellence.

• Application of the appropriate technologies to enhance customer experience for the specific project.
• Measurement of the effectiveness of the chosen technologies.

5. Appraise the inter-connectedness of all customer experiences

• Informing and training both staff and customers on how these tools can aid customer experience.
• Enhancing the entire customer journey.