1. Company Overview. What is their Brand Promise of scotia bank
2. Indication of a customer experience issue or opportunity.
3. Recommended CX Strategic Plan for scotia bank
4. Customer Understanding - enlightenment through Insights and Comprehension
5. Customer Journey Map - select a challenge and create the CJM
6. Design - structured design based on the CJM to enable customer-driven innovation
7. Delivery - structured delivery method to match the design
8. Measurement - performance-driven metrics and measurement methods to be used, what measurement structure and touchpoints. Why is this the right measure for the client?
9. ROI using the process taught in the course
10. Culture - organizational adoption and accountability
11. Governance - how will it all work together
12. Recommendation
13. Summary including the financial (ROI) and strategic impact of following the recommendations

scotiabank