The project focused on developing an at-risk response and action plan for a stakeholder failure.

The fictitious company “UICI Foods” underwent digital transformation with some gaps in the onboarding process.

The actions in this project address the need for improved onboarding, better personalisation and the use of AI or chatbots to improve customer experience.

“At-Risk Response and Action Plan” is the final assessment for Customer Relationships and Influencing Stakeholders unit as a part of the Graduate Certificate in Customer Success Management.

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Final grade: 84% – High Distinction

Skills demonstrated in this project:

Project Management · Stakeholder Mapping · Onboarding · Customer Experience · Kotter’s Principles of Change Management · ACAF Customer Feedback Loop