Case study 
Create a Customer journey map as a cloud solutions Provider (CSP) such as AWS on a customer – you can either select a British  SMB company as the customer within the telecommunications, media, entertainment or gaming industry (equivalent to 500 words) – Plus 1500 word
critical evaluation.
Please include:
Introduction to how customer experience is managed and measured (CSAT, NPS, etc.) within your business 
Map one of your Customer’s journeys 
Critical evaluation of the journey
• Discuss 2-3 potential improvements
We are looking for you to demonstrate your knowledge around customer experience
and trends. 
The document should be in a Word or PDF format using a readable font like Arial
(at least 11 point) and 1½ spacing.  
Criteria must meet 
Outstanding
identification and
application of
approaches customer
experience, fully
demonstrated and
evidenced use in
negotiation or B2B
sales context.  
Outstanding
understanding and
demonstration, fully
relevant to customer
experience.
Outstanding
development and
demonstration, fully
evidenced
collaboration and
impact.
Outstanding evidence
of articulation of
reflection and change
in self. Potential for
impact on others.
Personal learnings
and development
clearly articulated 
Professional
presentation of work,
fluent, very well
structured and
expressed;
demonstrates
understanding of the
content     
Broad and relevant
reading and sources
examined used
selectively in the
activity.