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  • Customer - Experience - Vision Class Exercise Instructions Revised

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    Sayantan Chatterjee
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    The document outlines a customer experience visioning exercise for IIMU with the objective of designing a customer experience vision. It instructs participants to form 12 groups, each of which will focus on one of the listed customer categories (such as students, alumni, parents) and perspectives (customer or service provider). The groups are asked to submit presentations identifying needs, touchpoints, customer journeys, implementation plans, and vision statements for their assigned category and perspective. Six groups will then be randomly selected to present their 10 minute presentations to the session.

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    Customer_Experience_vision Class Exercise Instructions Revised

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    The document outlines a customer experience visioning exercise for IIMU with the objective of designing a customer experience vision. It instructs participants to form 12 groups, each of which will focus on one of the listed customer categories (such as students, alumni, parents) and perspectives (customer or service provider). The groups are asked to submit presentations identifying needs, touchpoints, customer journeys, implementation plans, and vision statements for their assigned category and perspective. Six groups will then be randomly selected to present their 10 minute presentations to the session.

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    9 views1 page

    Customer - Experience - Vision Class Exercise Instructions Revised

    Uploaded by

    Sayantan Chatterjee
    The document outlines a customer experience visioning exercise for IIMU with the objective of designing a customer experience vision. It instructs participants to form 12 groups, each of which will focus on one of the listed customer categories (such as students, alumni, parents) and perspectives (customer or service provider). The groups are asked to submit presentations identifying needs, touchpoints, customer journeys, implementation plans, and vision statements for their assigned category and perspective. Six groups will then be randomly selected to present their 10 minute presentations to the session.

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    © All Rights Reserved
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    Customer Experience (Cx) – Visioning Exercise

    CRM Session 13 - Dated 14th Feb 2023

    Objective:
    Design and development of a customer experience vision for IIMU.

    Perspectives:

    1) Customer

    2) Service Provider

    Categories:

    1) Aspiring / Shortlisted students

    2) Students on campus

    3) Alumni

    4) Others (Parents, Corporates …)

    5) Administration

    6) Academics

    Instructions:

    1) Form 12 groups. Each group will pick a category and a perspective listed above.
    For Example : Alumni from Customer’s perspective

    2) Each group to submit a presentation before the session. Presentation should contain
    following: 6 randomly selected groups will make a 10 min presentation each

    a. Need / pain points: What are the challenges or gap present

    b. Existing touch point analysis and identification of a potential innovative


    touch points.

    c. Journey Map : customer journey

    d. Implementation / rollout plan: opportunities and how to implement the plan

    e. Customer experience vision statement: Overall goal

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