BM5922: Research and write-up a critique or provide your point-of-view on any ONE (1) of the topics listed below. You can choose to support, to argue against, or to be neutral on the topic. But your critique or point-of-view on the topic has to be supported by customer experience management and design (CXMD) theories or concepts. Customer Experience Management and Design assignment

Module / Subject / School:

BM5922 Customer Experience Management and Design

Nanyang Polytechnic

Requirements: 

1. Report Outline

This assessment constitutes 50% of the overall assessment for the module, BM4364 Customer Experience Management and Design. The project covers topics on Components of CXMD and Employee Management. It is designed to allow learners to present a business critique or point-of-view on a given topic, and to develop critical research and analytical skills through the investigation of an issue. Learners will submit on an individual basis a report including any supporting appendices.

2. Learning Outcomes

Upon completion of this assessment, the learners will be able to:

a. Write a business critique or point-of-view on a given topic related to customer experience management

b. Develop a more in-depth understanding of key issues on customer experience management

c. Develop critical research and analytical skills through investigating an issue pertaining to customer experience management, by exploring and acquiring additional knowledge from other sources of information.

3. Requirements

You will research and write-up a critique or provide your point-of-view on any ONE (1) of the topics listed below. This is an individual assignment, and only a maximum of 5 students are allowed to choose the same topic. Allocation of the topic is on a first-come-first-served basis. Please submit your choice of topic for your tutor’s approval by Week 2 (Week of 24 October 2022).

Available topics for selection:

a. With the rise of digital services and online self-help channels, interacting with customers through face to face is no longer essential as a communication channel.

b. For businesses engaged in daily essentials (non-luxury items), the return on customer experience initiatives does not justify the monetary investment.

c. Investing in customer experience initiatives results in an increase in share of wallet.

d. ‘Net Promoter Score’ is a better gauge of the success of customer experience initiatives rather than ‘Overall customer satisfaction’ rating.

e. First contact resolution is more important than response time or accessibility in driving customer satisfaction.

f. Customer satisfaction scores should be prioritised by management over employee engagement.

g. Key performance indicators set for frontline employees managing customer interactions are usually unrealistic and unachievable.

In your analysis, you can choose to support, to argue against, or to be neutral on the topic. But your critique or point-of-view on the topic has to be supported by customer experience management and design (CXMD) theories or concepts obtained from research from textbooks, articles or journals. Do not quote evidence/ references from lecture notes/ tutorial notes, but you may use the knowledge from the lecture notes/ tutorial notes to do further research from other sources.

Your critique should be supplemented by actual industry or company examples, and other value-add topics, to substantiate your discussion.

The grading criteria in evaluating your assignment include your ability to provide depth and substance of your analysis, relate concepts and theories to support your discussion, and quality of writing. Marks will be deducted for improper and/or incorrect in-text citation, referencing & bibliographic citations; excessive spelling and grammatical errors; and poor organisation of content.

4. Submission

The written report should be in font type: Arial Point 11, 1.2 line spacing. As a guide, your report should be approximately 1200 – 1500 words in length, excluding cover page and appendices. The format of your report should include:

a. Title page and title of the selected topic

b. Introduction of the topic – stating clearly the area of discussion, your viewpoint, and THREE (3) key issues that are relevant to the topic that you will be discussing

c. Discussion – including presentation of the THREE (3) key issues introduced, relevant analysis / explanation, supporting industry/company examples, and value-add topics (where applicable)

d. Conclusion – including a summary and wrap-up of the discussion

e. References List – Please refer to this guide on in-text citation and referencing for the research that you have done. You can include photos and screenshots to support your explanations and analysis.

What we score:

78%

Our Writer’s Comment 

This assignment tests students on their skills on doing a business critique.

Based on the assignment requirements provided, here are some comments to help students score well on this assignment:

1. Make sure to thoroughly understand the learning outcomes and align your report with them. Demonstrate your ability to write a business critique or point-of-view on the selected topic related to customer experience management.
2. When selecting a topic, consider choosing one that genuinely interests you and aligns with your expertise. This will make your analysis more engaging and insightful.
3. Begin your report with a clear and concise introduction that highlights the chosen topic, your viewpoint, and the three key issues you plan to discuss. This will set the tone and direction for your readers.
4. Throughout your analysis, ensure that you back up your critique or point-of-view with well-researched CXMD theories or concepts from reputable sources such as textbooks, articles, and journals. Avoid relying on lecture or tutorial notes for evidence.
5. Use real industry or company examples to support your arguments and provide context to your analysis. These examples will add credibility to your discussion.
6. If you choose to argue against a certain viewpoint, do so respectfully and acknowledge the opposing perspectives. This demonstrates a comprehensive understanding of the topic.
7. Pay close attention to the grading criteria, particularly the depth and substance of your analysis, the quality of your writing, and the proper use of in-text citation and referencing. Use the prescribed font type, size, and line spacing for a polished presentation.
8. Structure your report logically with clear headings for each section, including an introduction, discussion of key issues, relevant analysis, examples, and value-add topics (if applicable), and a conclusion that summarizes your findings.
9. Include a reference list that follows the appropriate citation style (APA, Harvard, etc.). Double-check your citations to avoid any mistakes.
10. Use visuals, such as photos and screenshots, thoughtfully and purposefully. They should supplement and enhance your explanations and analysis, not merely serve as decorative elements.
11. Aim for clarity and coherence in your writing. Proofread your report carefully to eliminate spelling and grammatical errors that might affect the overall impression of your work.
12. If you need further assistance or clarification, don’t hesitate to consult your tutor or reach out to classmates for constructive feedback.

Why are we trusted by Singaporean part-time students?

1. Assurance of Academic Success: We are confident in the quality of our work so much so that we offer a 200% money-back guarantee if our work is not of sure-pass quality. This showcases our unwavering commitment to delivering exceptional essays that consistently meet the highest academic standards.
2. Well-Established and Trusted: With a decade of experience in the industry, we have built a strong and reputable presence. Our long-standing track record speaks to our ability to consistently deliver outstanding results. Students can have confidence in our extensive expertise and our proven ability to help bachelor and master’s students excel in their academic pursuits.
3. Valuable Testimonials: We are proud to have received numerous testimonials from hundreds of satisfied students who have benefited from our services. These testimonials serve as a testament to the trust and satisfaction students place in our essay writing service. The positive feedback highlights the quality of our work and the positive impact we have had on our clients’ academic journeys.
4. High Ratings on Google: Our commitment to excellence is reflected in the positive ratings we consistently receive from students. With an impressive 4.6 rating on Google, students can rely on the feedback shared by others who have had successful experiences with our service. These positive reviews further reinforce the trust students can place in the quality of our work and the positive outcomes we deliver.
5. Strict Confidentiality: We prioritize the confidentiality and privacy of our clients. Students can trust that their personal information and engagement with our service will be treated with the utmost confidentiality and security. We never disclose any client details to third parties.

Sample Assignment

While we have scored well for this assignment, we do not provide any sample assignment for this. If you’d like us to work on this, you can try our model assignment writing service.