Managing the customer experience

Managing the Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
LO 3.................................................................................................................................................3
P5 Employment of digital technology in managing the customer experience with specific
examples of customer relationship management systems......................................................3
LO 4.................................................................................................................................................4
P6 Customer service strategies...............................................................................................4
P7 How customer service strategies create and develop the customer experience in order to
meet the needs of the customer and required business standards...........................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer experience is one of the most important opportunities for businesses as
providing customers with a good experience leads to their satisfaction with the brand. Docklands
Academy offers various courses and aims at providing high quality education for people in the
fields of work and business (Bolton and et. al., 2018). The report evaluates how digital
technology is employed in managing the customers’ experience, the various strategies for
customer service and their contribution in creating a lasting customer experience in order to fulfil
their needs.
MAIN BODY
LO 3
P5 Employment of digital technology in managing the customer experience with specific
examples of customer relationship management systems
Recent advancements in technology has changed the way in which a business interacts
with its customers and provides them with an according experience as and when needed.
Customer satisfaction and customer experience are counted among the leading factors that
influence organisations’ decision to implement a strategy for digital transformation and the
organisations that implement such strategy have customers who are highly engaged. Technology
has transformed the habits of customers in getting what they want exactly at the moment when
they need it with a drastic shift in what they expect from brands. Besides being motivated to
achieve the goals and objectives, the organisations should also work towards providing their
customers with a long-lasting experience to gain their loyalty and satisfy their needs.
Docklands Academy will deliver an international event of food for students as well as the
staff through its partner restaurant Hazev. The company can make use of various technologies
like Augmented Reality and Virtual Reality to promote and plan the event (Goodman, 2019).
They can offer a digital menu to the customers that may increase their curiosity towards the
event and thus the company will be able to attract a lot of customers. The employment of
technology in managing the customer experience is described below –
 Customer facing tablets on table tops – The company can level up its order placing
game at the event by placing tablets on the tops of tables through which customers can
place orders for the food items they wish to have and pay securely through the same. The