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Welcome to Managing Customer
Experience

Module Overview and Introduction

Module Leader: Winston Ailemoh

 Today's agenda
Introductions
Module Learning Outcomes
Activity 1: What Would You Like To Learn About Customer Experience (CX)?
Module Topics
Academic Misconduct
Assessment
Activity 2: What is (CX)?
Break
Expectations
Tutor Communication
Student Support
Activity 3: Your Experiences as a Customer
Q&A
Next Steps
Introduction
• Winston Jackson Ailemoh

• Faculty Member at BPP

• Module Lead for Managing Customer Experience

(MCE)

• I teach MCE & Management Essentials (MSc) and

Managing Projects & Professional Skills (BSc)

• 25yrs Commercial Experience across 6 MNCs

• Graduate Degree- Mass Communication

• Post-Graduate - Management; Managerial Psychology

• Relaxation - Family time; Netflix; Music

Module learning outcomes

On completion of this module, you will be able to..

• Demonstrate a critical understanding of the importance of customer

experience (CX) for the success of the business

• Critically evaluate organisational CEX CX performance metrics

• Critically evaluate how an organisation ensures a seamless

omnichannel customer journey

• Critically reflect on customer experience strategies and challenges

in the era of rapid digitalisation
Customer experience (CX) and customer
expectations
CX is constantly changing with customer expectations.
Amazon have changed what customers expect from online
shopping experiences and delivery.

Deliveroo has given customers a seamless and consistent way

to order the food you want, to your home, when you want it.

Uber has completely reshaped the landscape of ‘hailing a cab’

into an experience that is the same across every market they
operate in.
Activity 1

What would you like

to learn about
customer experience?

Source: Medium
Learning and teaching approach
• This module runs for ten weeks
• 1 week in between for reading week
• The FORMATIVE assessment is usually submitted after four weeks of
teaching during reading week.
• The FORMATIVE assessment is your one chance to get feedback from
your tutor on the quality of your assignment and understanding of CX.
• Please use this valuable opportunity to submit your draft
• The final submission is your SUMMATIVE assessment
• Assignment preparation and support is provided in Weeks 9 & 10
• You will NOT receive feedback on your SUMMATIVE before you submit
it. That is the purpose of your FORMATIVE assessment.
Module topics

T1: The Fundamentals of T5: The Importance and

Customer Experience Challenges of Creating a
Customer Centric Organisation

T2: The Role and Development T6: Corporate Culture and

of Customer Personas Future Strategy

T3: The Role and Creation of T7: CX Measurement and

Customer Journey Maps (CJMs) Metrics

T4: The Omnichannel Experience T8: Revision

Theory and practice balance
The HUB
BPP online library
Core textbook
Supporting textbooks
Activity 2

Name one very bad

experience you have
had as a customer of
buying or using a
product or service.
Why was it so bad?

Source: Medium
Your summative assessment
• You are required to write a 2,500-word report on the
customer experience (CX) strategy of a company for their
product or service.

• Your report should be based on the analysis of their CX

strategy in one specific country in which they operate.
You must write your report for the Board of
Directors.

• Within the business report, reference should be made to

relevant CX concepts, literature and application as
appropriate. Use graphics or tables to answer the
requirements where it is suggested to do so.
Your summative assessment
• Your Summative assessment is an individual assignment.

• Your assessment will be graded into one of five categories

- Distinction
- Merit
- Pass
- Marginal Fail
- Fail

• The assessment is comprised of four sections, which you

will complete over time through your weekly lectures, and
individual activities (Apply and Consolidate)
Your formative assessment
• Your FORMATIVE assessment represents the first two
sections tasks of your summative assessment.

• This assessment is usually submitted after four weeks of

teaching during reading week.

• You will have 1,400 words to complete this report

• IT IS YOUR ONLY OPPORTUNITY TO HAVE FEEDBACK

FROM THE TUTOR
How to do well in your summative
✓Do the weekly Round-up activities

✓Submit the Formative Assessment

and get feedback from your tutor

✓Use the Marking Guide for each task

✓Use the table that maps assessment

tasks towards module topic and
expected weekly workload
What is Academic Misconduct?

A simple and easy to understand definition is:

‘Academic misconduct refers to any action that gives a student an

unpermitted and unfair advantage in their studies or assessments.’
 What is Academic Misconduct?

Type of Misconduct Description

Copying Quoting from a book, journal, internet site, or other source without referencing it.

Fabrication Deliberately using fake data or information.

Collusion Working with or copying from other students when you should do the work alone.

Contract Cheating Getting someone else to do your work for you.

Aiding and Abetting Giving another student access to your work.

Consequences of academic misconduct

Serious consequences

• Being given a mark of zero and having to rewrite

your assignment

• You may be asked to leave the university

• Your visa is cancelled

• You will be forced to return home.

• Can’t apply for Post Study Work Visa

• Future Employer reference

I’m struggling with an assignment. Help!
There are many ways to get help if you are struggling with an assignment

✓ Speak to your tutor – We are here to help you! Never feel afraid to ask for help
✓ Speak to the Module Leader – The Module Leader holds a weekly session
where you can drop in and get help.
✓ Speak to the Academic Support Team - the Academic Support Team can help
you to understand what you are required to do for an assignment, help with
academic writing skills and guide you through the assignment
✓ Speak to the Academic English Team [email protected]
✓ Academic Referencing – The BPP Library has a great guide on how to write
academic references. Here is a link to the BPP Video Guide on getting your
referencing right:
https://bpp.cloud.panopto.eu/Panopto/Pages/Viewer.aspx?id=71c80bcc-f492-
442f-9f7a-ae9e00ae6e61
I'm Struggling Submitting an Assignment on
Time – HELP!
What to do if you cannot finish and submit your assignment on time due to
unforeseen circumstances (such as illness, bereavement in the family etc.)

✓ Apply for Extension to the deadline:

o Submit relevant form plus evidence via Case Management System by
12pm/noon the working day before the submission deadline (for example, if
your assessment is due on Monday, you should request extension by
12pm/noon on Friday).
o If approved, you will receive an extra seven days to finish your assessment.
Your mark will not be capped at the pass mark.
✓ Apply for Extenuating Circumstances:
o Submit relevant form plus evidence via HUB within ten working days after the
submission deadline.
o If approved, your initial attempt will be removed and you have to submit your
assessment at the next available opportunity. Your mark will not be capped at
the pass mark.
Activity 3

Name one very good

experience you have
had as a customer of
buying or using a
product or service.
Why was it so good?

Source: Medium
Our expectations • Prepare for classes

• Use the online resources on The Hub

• Conduct your own research

• Consolidate your knowledge

• Punctuality – attending class on time

• Be respectful in class

• Ask questions

• 100% attendance
Our expectations

Prepare Apply Collaborate Consolidate Succeed

Prepare Apply Collaborate Consolidate

(up to 8 hours) (up to 1.3 hours) (2 hours F-2-F) (up to 1.15 hours)

Covers Covers Covers Covers

Topic overview Assessment Summary of prepare Round Up (compose
Discussion forum section your assessment)
Coursework book
(used for the
Review of Multiple Choice
Additional collaboration)
discussion forum Questions,
Reading
activity
and Videos Extension
Recap
Q&A
Discussion
Students expected commitment
✓ Keep up with your weekly learning Just turning up
and activities
to lessons is not
✓ Do Preparation and Apply before the enough!!
live-session

✓ Engage during the live session

✓ Do the Consolidate activities before

moving to the next topic

STUDENT ENGAGEMENT AND PARTICIPATION IS

MONITORED AND RECORDED!
Tutor communication

MODULE FORUM
What your tutor cannot do:
Public and shared items – max
48 working hours for a reply Give feedback on your
Formative or Summative
before or after submission.
EMAIL
Give extensions or provide
Private items – max 48
references.
working hours for a reply
Student support

Lots of support is provided for

students at BPP
• Module Support: Programme Tutors (contact via the Hub
forums or email)

• English Language Support: English Support Staff

• Academic Support: Personal Tutors

• Administrative Support: Programme Support Officers

 Programme support officers

Programme Support Officers are your first

point of contact for all queries
• Timetable
• Hub
• Assessments
• Monitor attendance and progression
• Support and advice throughout your studies
• Keep you updated about your programme

Contact via PSO office located at this campus, use the HUB
or phone +44 (0)207 430 7070
This Photo by Unknown Author is licensed under CC BY-SA
English support

Your English adviser will help you

• Structure your writing appropriately
• Write / speak more clearly and
“We can give
accurately you feedback on
• Develop skills such as academic
referencing
a sample of your
• Explain any areas of difficulty with work!”
language

Use you BPP email to contact [email protected] with your name

and programme to receive feedback by email or to book a half-
hour 1-to-1 consultation.
Personal tutors
“We work with students in
Key academic skills groups and one-to-one in
order to deepen and
• Critical Thinking strengthen key academic
• Research Methods skills.”
• Referencing
• Academic Writing To book a meeting with a Personal
• Exam Techniques Tutor please use the Student Query
Form on The Hub: Student Query >
• Essential Mathematics Query Type: > Book An Appointment
• Presentation Skills Sub-Query Type: > Personal Tutor
 Q & A session

This Photo by Unknown Author is licensed under CC BY-SA

Next Steps
Go through the Module
Overview and Introduction

Go through the Preparation

and Apply part of next
week’s topic.

See you next week!