Discover Your CX Potential
Is your CX program getting the right insights out of your journey mapping, CX metrics and their drivers?
1. Journey mapping. Let’s start with an easy one. See below this example of a journey that has been mapped. What would you improve based on this example? *
10 points
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2. Journey mapping. Many organisations map these emotional journeys with employees and/or customers. What is the added value of these emotional journey maps? *
10 points
3. Journey mapping. Let’s say your organisation wants to understand 2 journeys of your customers: (1) their journey from ordering to receiving a product and (2) their journey of asking a question in the MyAccount environment. How would you address this request? *
10 points
4. Metrics. If you would measure the Net Promotor Score, for which type of experience is this the best metric? See the 5 types of experience below. *
10 points
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5. Metrics. If you would measure the Customer Effort Score, for which type of experience is this the best metric? See the 5 types of experience below. *
10 points
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6. Metrics. Which of the following statements is true? *
10 points
7. Metrics. Many organisations use what’s called direct feedback: they contact individual customers based on their scores. For example, they call all the detractors who give a 0-6 NPS score. What’s the percentage of customers that will have a better experience because of your direct feedback approach? *
10 points
8. Drivers. There is a trend towards asking just 1 question and then using AI to analyze and find the drivers in the open text. What are the main risks of using this technique? *
10 points
9. Drivers. A lot of CX programs take too long and they have a lot of trouble to integrate CX in the DNA of the company. Why is this such a challenge in most CX programs? *
10 points
10. Drivers. A journey does not consist of only transactions, the customer also experiences emotions during the journey. What do you think has the biggest impact on your customers’ journey? *
10 points
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