How do you design the firm’s digital and physical offerings and messages to optimally reach and engage customers at every touchpoint? How do you interact and engage and adapt in a continuous manner across the customer journey?

In your answer you should ensure that you provide evidence of your understanding of topics covered during the module and their application, where relevant, of any theories and/or models that have been covered during the module or that you have found during your reading of the subject. Where possible you should provide examples, data or information to support your analysis. You can use your appendices to present this data. All academic and practitioner content, theories and models that are included in your report must be appropriately referenced in terms of their source.