The following questions should be interpreted as a workplace-related aligned, authentic integrated assessment based on an organisation of your choice, integrating and describing the organisations line of operation in answering these questions.

Question 1

a) Describe an area within the financial services industry with which you are most familiar. Detail the product or service offering that is being made (10).

b) Describe the concept of customer experience (10) and then analyse in detail the touchpoint in the context of a journey of the customers actual experience in engaging with the organisation.(10)

Note: The area you select must also be used to answer the remaining questions in this assessment. Please ensure that the scope of your answers to each question are specific to that question.