College of the North Atlantic
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W25 Improving Customer Experience To Enhance Customer Engagement

Open Closing on February 22, 2025 / 1 spot left
Fanshawe College
Fanshawe College
London, Ontario, Canada
Simone Moreau-Rodgers
Simone Moreau-Rodgers
Marketing Professor/Coordinator
(5)
6
Timeline
  • March 3, 2025
    Experience start
  • March 5, 2025
    Kick-off meeting
  • March 25, 2025
    Mid check-in
  • April 5, 2025
    Final presentation
  • April 12, 2025
    Experience end
Experience
1 projects wanted
Dates set by experience
Agreements required
Preferred companies
Anywhere
Any company type
Any industries

Experience scope

Categories
Customer segmentation Lead generation UX design Market research Sales strategy
Skills
presentations marketing management marketing customer intelligence research customer service
Learner goals and capabilities

Fanshawe College students in this program understand customer experience design through Customer Experience (CX) research, maximizing journey mapping, measuring the CX journey, and how to deploy direct and interactive omni-channel (multiple) marketing campaigns using customer intelligence and social media analytics.

This project will involve groups of 4-5 students in teams to develop a new customer experience for a product or service. The objectives are to apply the course material and develop an appreciation for the process that a Customer Experience Specialist or Marketing Manager goes through in developing a new customer experience plan.

Each team will play the part of a customer experience company which encompasses all the CX tools and will be pitching a new customer experience to your organization. Additional details regarding the live client work will be discussed in class.

Learners

Learners
Graduate
Intermediate levels
35 learners
Project
18 hours per learner
Educators assign learners to projects
Teams of 4
Expected outcomes and deliverables

Each team will submit one collective finalized CX plan outline (including all finalized canvases) and a new prototype wireframe.

The last week of the course is reserved for each team to make a 15 minute presentation, which will be based on the subject matter of the CX plan being prepared. Presentations will be supported by PPT slides and video and will include:

  • Introduction
  • Current Experience
  • Opportunity/Problem
  • Audience
  • Research Plan & Insights
  • Recommendations
  • Future CX Experience
  • Prototype (example)
  • Conclusion

Students will also provide a 5-8 page report outlining the core findings from the presentation with recommendations on next steps.

Project timeline
  • March 3, 2025
    Experience start
  • March 5, 2025
    Kick-off meeting
  • March 25, 2025
    Mid check-in
  • April 5, 2025
    Final presentation
  • April 12, 2025
    Experience end

Project Examples

Requirements

Students in groups will work with your company to identify your needs and provide actionable recommendations, based on their in-depth research and analysis.

Project activities that students can complete may include, but are not limited to:

  • Apply strategic CX processes and tools to enhance the overall customer experience and improve customer retention, satisfaction, and profitability.
  • Evaluate data extracted from a variety of marketing technology platforms to support problem-solving and decision-making processes in marketing and improve customer experience.
  • Design customer experience journey mapping to identify areas to improve customer experiences and automate personalized digital marketing.
  • Gather and analyze primary and secondary marketing research in order to support sound marketing decisions that improve customer experiences
  • Develop strategies to establish and maintain working relationships with clients in order to strengthen their loyalty to an organization’s products/services.

Additional company criteria

Companies must answer the following questions to submit a match request to this experience:

Would you be ready to collaborate on a project with 35 students, organized into teams of 4, each contributing 18 hours?

How do you ensure that students receive adequate guidance and mentorship throughout the project?

The last week of the course is reserved for the top two teams to make a 15 minute presentation, please confirm your participation

The projects will start the first week of March with final presentations being the second week of April. Are you able to commit to being available during that time?