Ally Thomson
Quiz by , created more than 1 year ago

Curious where you fall on the Customer Experience Lifecycle Management maturity scale? Assess the building blocks. Identify a place to start. Create a roadmap to optimal efficiency and performance, greater profitability and a differentiated customer experience.

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Ally Thomson
Created by Ally Thomson over 8 years ago
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How mature is your organization with Customer Experience Lifecycle Management?

Question 1 of 50

1

Have you mapped your customers' journey?

Select one of the following:

  • True
  • False

Explanation

Question 2 of 50

1

Have you identified common points of customer friction and moments of truth in that journey?

Select one of the following:

  • True
  • False

Explanation

Question 3 of 50

1

Do you show customers you know and remember them – for example, with identification and verification In the voice channel?

Select one of the following:

  • True
  • False

Explanation

Question 4 of 50

1

Are you collecting customer feedback?

Select one of the following:

  • True
  • False

Explanation

Question 5 of 50

1

Do you understand what action customers want to take, and do you make it easy for them?

Select one of the following:

  • True
  • False

Explanation

Question 6 of 50

2

Are you preempting the need for customer service with proactive engagement?

Select one of the following:

  • True
  • False

Explanation

Question 7 of 50

2

Have customer experience expectations been analyzed across the enterprise, and have priorities been set accordingly?

Select one of the following:

  • True
  • False

Explanation

Question 8 of 50

2

Has customer feedback been consolidated to a single view?

Select one of the following:

  • True
  • False

Explanation

Question 9 of 50

3

Are you assessing customer satisfaction, loyalty and advocacy in direct and indirect ways?

Select one of the following:

  • True
  • False

Explanation

Question 10 of 50

3

Do you find ways to surprise and delight customers, and help them do more?

Select one of the following:

  • True
  • False

Explanation

Question 11 of 50

1

Have internal structures and processes been analyzed from the customers' perspective, internally or with help from a third party?

Select one of the following:

  • True
  • False

Explanation

Question 12 of 50

1

Is there a concentrated system in place for all functions, cost centers and/or locations to coordinate and hold one another accountable to customers?

Select one of the following:

  • True
  • False

Explanation

Question 13 of 50

2

Is that system extended to all partners and vendors?

Select one of the following:

  • True
  • False

Explanation

Question 14 of 50

2

Has the organizational structure been realigned around the CX rather than product, channel or function?

Select one of the following:

  • True
  • False

Explanation

Question 15 of 50

2

Are your workplace culture and behavioral expectations of employees aligned with the intended CX?

Select one of the following:

  • True
  • False

Explanation

Question 16 of 50

2

Does automation support collaboration and efficiency among groups to drive customer-centric business performance?

Select one of the following:

  • True
  • False

Explanation

Question 17 of 50

2

Do you have a standardized CX management strategy or CX leader in place?

Select one of the following:

  • True
  • False

Explanation

Question 18 of 50

2

Have all key internal stakeholders agreed on the importance and desired state of CXLM maturity?

Select one of the following:

  • True
  • False

Explanation

Question 19 of 50

1

Have you activated self-service tools/channels for one or more functions?

Select one of the following:

  • True
  • False

Explanation

Question 20 of 50

1

Have you activated automated tools/channels to proactively engage customers in one or more functions?

Select one of the following:

  • True
  • False

Explanation

Question 21 of 50

1

Do you benchmark and improve usability of specific channels?

Select one of the following:

  • True
  • False

Explanation

Question 22 of 50

1

Are objectives for inbound service and proactive engagement identified relative to the entire customer journey?

Select one of the following:

  • True
  • False

Explanation

Question 23 of 50

2

Are customers able to indicate and manage their channel and interaction preferences via automated tools for self-service?

Select one of the following:

  • True
  • False

Explanation

Question 24 of 50

2

Do you honor customer data privacy with a focus on building trust, rather than legal risks?

Select one of the following:

  • True
  • False

Explanation

Question 25 of 50

2

Are customer segments and engagement tactics standardized across channels, and across departments?

Select one of the following:

  • True
  • False

Explanation

Question 26 of 50

2

Do your customer engagement strategies align with the overall business strategy?

Select one of the following:

  • True
  • False

Explanation

Question 27 of 50

1

Is your current portfolio of all customer-facing technology identified?

Select one of the following:

  • True
  • False

Explanation

Question 28 of 50

1

Are you decommissioning legacy systems and investing in API-driven, cloud-based technology?

Select one of the following:

  • True
  • False

Explanation

Question 29 of 50

1

Have you assessed the underlying infrastructure to identify points of intersection between channels and data?

Select one of the following:

  • True
  • False

Explanation

Question 30 of 50

1

Do you have a systematic approach to integrating channels and data into a comprehensive communication ecosystem?

Select one of the following:

  • True
  • False

Explanation

Question 31 of 50

2

Do you have a functional omnichannel environment, including consolidated business rules, customer data, reporting and visibility?

Select one of the following:

  • True
  • False

Explanation

Question 32 of 50

2

Are upgrades and improvements to your environment automated?

Select one of the following:

  • True
  • False

Explanation

Question 33 of 50

2

Have you accounted for the integration of emerging technologies?

Select one of the following:

  • True
  • False

Explanation

Question 34 of 50

1

Are all current data points and data stores inventoried?

Select one of the following:

  • True
  • False

Explanation

Question 35 of 50

1

Is data accurate and current, and are processes in place to keep it up-to-date and in compliance with appropriate regulations?

Select one of the following:

  • True
  • False

Explanation

Question 36 of 50

2

Are paths to single-channel optimization identified using historical data?

Select one of the following:

  • True
  • False

Explanation

Question 37 of 50

2

Have key data points and business rules been consolidated into a single view?

Select one of the following:

  • True
  • False

Explanation

Question 38 of 50

2

Do you have a proven system in place to conduct experimentation and operationalize new findings?

Select one of the following:

  • True
  • False

Explanation

Question 39 of 50

3

Do you have skilled data scientists in place to conduct thorough business analysis?

Select one of the following:

  • True
  • False

Explanation

Question 40 of 50

3

Are you analyzing cause and effect relationships in data to predict user intent and streamline interaction?

Select one of the following:

  • True
  • False

Explanation

Question 41 of 50

3

Are systems in place to automate data analysis and dynamically prescribe the next best action in real-time?

Select one of the following:

  • True
  • False

Explanation

Question 42 of 50

1

Have you identified key business success measures?

Select one of the following:

  • True
  • False

Explanation

Question 43 of 50

1

Are CX measures/impacts viewed as important to operations and profitability at all levels across the enterprise?

Select one of the following:

  • True
  • False

Explanation

Question 44 of 50

2

Do you have a hierarchy of metrics shared across the enterprise, including financial, operational, CX and employee engagement objectives?

Select one of the following:

  • True
  • False

Explanation

Question 45 of 50

2

Can you attribute some component of ROI to the CX?

Select one of the following:

  • True
  • False

Explanation

Question 46 of 50

2

Are metrics aligned to hold functions accountable, and help teams and employees recognize and measure their own impact on the CX?

Select one of the following:

  • True
  • False

Explanation

Question 47 of 50

2

Do you have a proven system in place to address unsatisfactory results?

Select one of the following:

  • True
  • False

Explanation

Question 48 of 50

2

Are you able to articulate the value of each customer segment?

Select one of the following:

  • True
  • False

Explanation

Question 49 of 50

3

Are you able to articulate the value of each individual customer?

Select one of the following:

  • True
  • False

Explanation

Question 50 of 50

3

Do you have measurable proof that your CX is reinforcing brand loyalty and advocacy?

Select one of the following:

  • True
  • False

Explanation

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