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1 Working in small groups, identify all online and offline steps in the customer journey for (a) a food delivery app that you access via your mobile phone or (b) a local coffee shop. Analyse where there are any possible difficulties and make recommendations to address these issues.

2 Imagine you are responsible for introducing a new technology into university. This could be a new payment system or a new library access system or something else. Considering the users, identify three objections you are likely to encounter. Write robust responses to all the objections that could be used across social media. Prepare a promotional one-page website to explain the new system.

3 Working in small groups, prepare a plan to complain about poor service from a well-known brand. What steps are needed to gain attention from the brand? Be aware that any comments that are untrue or malicious could result in legal action.