TASK 1: Discuss and analyze how good customer experience provides the chosen company with a competitive advantage Guidelines:

Programme

Module name

Customer Experience Strategy

Student Reference Number (SRN)

Report/Assignment Title

Date of Submission

(Please attach the confirmation of any extension received)

Declaration of Original Work:

§  I hereby declare that I have read and understood BPP’s regulations on plagiarism and that this is my original work, and that I have researched, undertaken, completed and submitted in accordance with the requirements of BPP School of Business. 

• I declare that where I have used any AI tools, it was for the following reasons (highlight as appropriate):
• To review a draft
• To correct language errors
• Other (please describe) 

I have copied & retained for BPP University’s reference, all AI prompts used in the creation of AI content and all AI-generated responses in support of my assignment and attached relevant evidence in the appendices.

I understand that I may be required to participate in a viva voce, where I will be questioned on any aspect of my assignment, including key concepts, theories, examples used, & any sources included.

The word count, excluding contents table, bibliography and appendices, is        words.

Student Reference Number:                                                                  Date:

Company

Product/Service

Country

Volkswagen Group ($318.8B)

Volkswagen Group is one of the largest automakers in the world, with an extensive presence across Africa and Asia. The company offers a wide range of vehicles under brands such as Volkswagen, Audi, Porsche, and Skoda. In Africa, Volkswagen has manufacturing plants in South Africa and Kenya, while its Asian operations are robust in markets like China and India. The company is heavily investing in electric vehicles (EVs) and aims to become a leader in sustainable mobility. Its focus on local manufacturing and partnerships in Africa and Asia has strengthened its market penetration, particularly in emerging markets where demand for both affordable and luxury cars is rising.

ANY

Toyota Motor Corporation ($270B)

Toyota continues to be a dominant player in both Africa and Asia. The company is the top-selling automaker in Asia, with a significant market share in China, India, and Southeast Asia. In Africa, Toyota’s Hilux and Land Cruiser models are highly popular due to their durability and reliability in tough terrains. Toyota’s focus on hybrid and electric vehicle technology has made it a leader in sustainable transportation. It also has strong manufacturing and assembly operations in countries like South Africa, which serve as hubs for distributing vehicles across the African continent.

ANY

Stellantis ($210.6B)

Stellantis, formed from the merger of Fiat Chrysler and PSA Group, operates a variety of globally recognized brands, including Jeep, Peugeot, and Citroën. The company has a growing footprint in Africa, with assembly plants in Morocco and Algeria, and significant market share in Asia, particularly in India and China. Stellantis is actively developing eco-friendly vehicle technologies and expanding its EV lineup to meet the demands of environmentally conscious consumers. Its presence in Africa and Asia is buoyed by strategic joint ventures and local partnerships, ensuring that its vehicles meet regional preferences and regulations.

ANY

Ford Motor Company ($176B)

Ford is one of the oldest and most prominent car manufacturers in the world, with a notable presence in Africa and Asia. In Africa, Ford’s manufacturing plants in South Africa produce a range of vehicles for both the local market and exports across the continent. In Asia, Ford has a significant presence in China and India, producing vehicles like the Ford Ecosport and Ranger. Ford is increasingly focusing on electric vehicles (EVs) and has launched various EV models in key Asian markets. Its strong reputation for durability and innovation, particularly in trucks and SUVs, has bolstered its market position.

ANY

General Motors ($171.8B)

General Motors (GM) has a strong global presence, with substantial operations in Africa and Asia. GM operates through partnerships with local manufacturers in Asia, especially in China, where it produces vehicles in collaboration with SAIC. In Africa, GM has a long history of vehicle sales, particularly through its Chevrolet brand. GM is

focusing heavily on electric mobility, with plans to introduce more EV models in both

ANY

regions. Its success is attributed to its range of affordable vehicles, strong partnerships, and investment in innovative automotive technologies

Learning Outcomes

Fail (0-39%)

Low Fail (40-49%)

Pass (50-59%)

Merit (60-69%)

Distinction (70-79%)

High Distinction (80-

100%)

(LO1)

LO1: Appraise the

Weak or no knowledge of

Limited knowledge of CX

Satisfactory knowledge of

Good knowledge of CX

Excellent Knowledge of

Outstanding Knowledge

importance of

CX with weak definition,

with limited definition,

CX with some basic

with adequate definition,

CX with thorough

of CX with thorough

customer

explanation, and

explanation, and

definition, explanation,

explanation, and

definition, explanation,

definition, explanation,

experience for the

importance. Weak or no

importance. Limited

and importance.

importance. Good

and importance clearly

and importance clearly

success of the

evidence of research into

evidence of research into

Adequate evidence of

evidence of research into

enumerated. Very good

enumerated. Outstanding

business.

your chosen company

your chosen company

research into your chosen

your chosen company

evidence of research into

evidence of research into

product to establish

product to establish

company product to

product to establish

your chosen company

your chosen company

implementation of CX

implementation of CX

establish implementation

implementation of CX

product to establish

product to establish

strategies and its impact

strategies and its impact

of CX strategies and its

strategies and its impact

implementation of CX

implementation of CX

to deliver competitive

to deliver competitive

impact to deliver

to deliver competitive

strategies and its impact

strategies and its impact

advantage.

advantage.

competitive advantage.

advantage.

to deliver competitive

to deliver competitive

advantage.

advantage.

(LO2)

LO2: Design and

Weak or no visual

Limited visual

Satisfactory visual

Good visual presentation

Excellent professional-

Outstanding professional-

implement a

presentation of Consumer

presentation of Consumer

presentation of Consumer

of Consumer Persona and

looking visual

looking visual

customer journey

Persona and Customer

Persona and Customer

Persona and Customer

Customer Journey Map

presentation of Consumer

presentation of Consumer

mapping process,

Journey Map. Lacks

Journey Map. Lacks

Journey Map with

with good relevance to

Persona and Customer

Persona and Customer

persona creation

relevance to the chosen

relevance to the chosen

adequate relevance to the

the chosen company

Journey Map with very

Journey Map with

and measurement

company product. Weak

company product. Limited

chosen company product.

product. Good definition,

good relevance to the

outstanding relevance to

metrics

or no definition,

definition, explanation,

Satisfactory definition,

explanation, role and

chosen company product.

the chosen company

explanation, role and

role and purpose in

explanation, role and

purpose in developing CX

Excellent definition,

product. Flawless and

purpose in developing CX

developing CX strategy

purpose in developing CX

strategy identified.

explanation, role and

brilliant definition,

strategy identified.

identified.

strategy identified.

purpose in developing CX

explanation, role and

strategy identified.

purpose in developing CX

strategy identified.

(LO3)

LO3: Evaluate and

Weak or no knowledge

Limited knowledge and

Satisfactory knowledge

Good knowledge and

Excellent knowledge and

Outstanding knowledge

propose

and explanation of CX

explanation of CX

and explanation of CX

explanation of CX

explanation of CX

and explanation of CX

organisational CX

performance metrics with

performance metrics with

performance metrics with

performance metrics with

performance metrics with

performance metrics with

performance

weak or no application to

limited application to your

basic application to your

good application to your

impressive application to

outstanding application to

metrics

your chosen company

chosen company product.

chosen company product.

chosen company product.

your chosen company

your chosen company

product. Inadequate

Basic evaluation of

Adequate evaluation of

Good evaluation of

product. Excellent

product. Impeccable

evaluation of

effectiveness and

effectiveness and

effectiveness and

evaluation of

evaluation of

improvements.

improvements.

improvements.

effectiveness and

improvements.

effectiveness and

improvements.

effectiveness and

improvements.

(LO4)

LO4: Evaluate how

Weak or no knowledge of

Limited knowledge of the

Satisfactory knowledge of

Good knowledge of the

Excellent knowledge of

Outstanding knowledge

organisations

the role of interaction and

role of interaction and

the role of interaction and

role of interaction and

the role of interaction and

of the role of interaction

ensure a seamless

customization to improve

customization to improve

customization to improve

customization to improve

customization to improve

and customization to

omni-channel

and enhance seamless

and enhance seamless

and enhance seamless

and enhance seamless

and enhance seamless

improve and enhance

customer journey

omni-channel marketing.

omni-channel marketing.

omni-channel marketing.

omni-channel marketing.

omni-channel marketing.

seamless omni-channel

No evidence of extensive

Inadequate evidence of

Adequate evidence of

Significant evidence of

Very Good evidence of

marketing. Outstanding

research into chosen

extensive research into

extensive research into

extensive research into

extensive research into

evidence of extensive

company and justification

chosen company and

chosen company and

chosen company and

chosen company and

research into chosen

is lacking.

weak justification

basic justification.

adequate justification.

impressive justification.

company and impressive

justification.

(LO5)

LO5: Identify and

Weak or no knowledge of

Limited knowledge of CX

Satisfactory knowledge of

Good knowledge of CX

Excellent knowledge of CX

Outstanding knowledge

critically evaluate

CX processes with weak

processes with

CX processes with basic

processes with

processes with impressive

of CX processes with

CX processes in

explanation of its

inadequate explanation of

explanation of its

satisfactory explanation

explanation of its

exceptional explanation

different industries

importance to developing

its importance to

importance to developing

its importance to

importance to developing

of its importance to

and different

CX strategy. Weak or no

developing CX strategy.

CX strategy. Satisfactory

developing CX strategy.

CX strategy. Excellent

developing CX strategy.

brands and discuss

evidence of research into

Limited evidence of

evidence of research into

Good evidence of

evidence of research into

Brilliant and flawless

success factors.

your chosen company

research into your chosen

your chosen company

research into your chosen

your chosen company

evidence of research into

product to establish

company product to

product to establish

company product to

product to establish

your chosen company

implementation of CX

establish implementation

implementation of CX

establish implementation

implementation of CX

product to establish

processes. Weak or no

of CX processes. Limited

processes. Satisfactory

of CX processes. Good

processes. Excellent

implementation of CX

discussion of CX critical

discussion of CX critical

discussion of CX critical

discussion of CX critical

discussion of CX critical

processes. Outstanding

success factors and its

success factors and its

success factors and its

success factors and its

success factors and its

discussion of CX critical

impact to deliver

impact to deliver

impact to deliver

impact to deliver

impact to deliver

success factors and its

competitive advantage.

competitive advantage.

competitive advantage.

competitive advantage.

competitive advantage.

impact to deliver

competitive advantage.

Research Skills

Inadequate or weak

Limited

Satisfactory

Good

Excellent

Outstanding

academic/ intellectual

academic/intellectual

academic/intellectual

academic/intellectual

academic/intellectual

academic/intellectual

skills with some

skills. Original work with

skills. Wholly original work

skills. Demonstrates good

skills. Demonstrates very

skills. Demonstrates

difficulties. Largely

personal reflection and

with good reflection and

intellectual originality and

good intellectual

outstanding intellectual

imitative and descriptive.

broad evidence-based

well-reasoned judgements

imagination

originality, integrity,

originality, integrity,

Some difficulty with

critique. Solid structure

forming from evidence-

coherence and

coherence and

structure and accuracy in

and accuracy in

based critique. Consistent

imagination.

imagination.

expression but developing

expression.

structure and accuracy in

practical/professional

Practical/professional

expression.

skills.

skills evident.

Practical/professional

skills established.