You've been contracted by Penguin Tele.com to overhaul the way a customer experiences the company. The project is a response to declining customer feedback scores. Your champion stakeholders are mid-level executives in the sales and marketing department, but they’ve explicitly instructed you to explore the entire customer journey, not just their marketing collateral. The project is fairly open-ended, because they’ve never taken on a project of this scale or this style. They are looking for you to help them develop a process for performing this type of work in the future. 

First, download all of the files in the Your Project section. Then, read the Project Brief, which describes your tasks.