Internal
Case Study: CX
Background:
Our Company is a mid-sized retail company that sells a variety of products. The company has
been facing a decline in customer satisfaction over the past year, which has resulted in a
decrease in sales and customer loyalty. As the new manager of the customer experience team,
your task is to improve customer satisfaction and increase sales.
Scenario: You have been given a budget of SAR 1,000,000 to invest in improving the customer
experience. You have full autonomy to make changes and implement new strategies, but you
must also provide regular updates to the CEO on your progress.
Instructions:
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Conduct a thorough analysis of the current customer experience, including
identifying pain points and areas for improvement.
Develop a customer experience strategy that addresses the identified pain points
and incorporates the latest industry best practices.
Implement the customer experience strategy and measure its impact on customer
satisfaction and sales.
Provide regular updates to the CEO on your progress and make any necessary
adjustments to your strategy.
Present your final recommendations to the CEO, including any remaining budget, on
how to sustain the improvements in customer satisfaction and increase sales in the
long term.
Deliverable:
A final presentation in PowerPoint to the CEO that includes your recommendations for
sustaining the improvements in customer satisfaction and increasing sales in the long term.
You will have 20 minutes to present.
Internal

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