How mature is your organization with Customer Experience Lifecycle Management?

Question 1

Have you mapped your customers' journey?

Accepted Answer

true

Question 2

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

Accepted Answer

true

Question 3

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

Accepted Answer

true

Question 4

Are you collecting customer feedback?

Accepted Answer

true

Question 5

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

Accepted Answer

true

Question 6

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

Accepted Answer

true

Question 7

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

Accepted Answer

true

Question 8

Has customer feedback been consolidated to a single view?

Accepted Answer

true

Question 9

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

Accepted Answer

true

Question 10

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

Accepted Answer

true

Question 11

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

Accepted Answer

true

Question 12

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

Accepted Answer

true

Question 13

Is that system extended to all partners and vendors?

Accepted Answer

true

Question 14

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

Accepted Answer

true

Question 15

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

Accepted Answer

true

Question 16

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

Accepted Answer

true

Question 17

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

Accepted Answer

true

Question 18

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

Accepted Answer

true

Question 19

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

Accepted Answer

true

Question 20

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

Accepted Answer

true

Question 21

Do you benchmark and improve usability of specific channels?

Accepted Answer

true

Question 22

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

Accepted Answer

true

Question 23

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

Accepted Answer

true

Question 24

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

Accepted Answer

true

Question 25

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

Accepted Answer

true

Question 26

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

Accepted Answer

true

Question 27

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

Accepted Answer

true

Question 28

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

Accepted Answer

true

Question 29

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

Accepted Answer

true

Question 30

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

Accepted Answer

true

Question 31

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

Accepted Answer

true

Question 32

Are upgrades and improvements to your environment automated?

Accepted Answer

true

Question 33

Have you accounted for the integration of emerging technologies?

Accepted Answer

true

Question 34

Are all current data points and data stores inventoried?

Accepted Answer

true

Question 35

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

Accepted Answer

true

Question 36

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

Accepted Answer

true

Question 37

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

Accepted Answer

true

Question 38

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

Accepted Answer

true

Question 39

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

Accepted Answer

true

Question 40

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

Accepted Answer

true

Question 41

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

Accepted Answer

true

Question 42

Have you identified key business success measures?

Accepted Answer

true

Question 43

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

Accepted Answer

true

Question 44

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

Accepted Answer

true

Question 45

Can you attribute some component of ROI to the CX?

Accepted Answer

true

Question 46

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

Accepted Answer

true

Question 47

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

Accepted Answer

true

Question 48

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

Accepted Answer

true

Question 49

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

Accepted Answer

true

Question 50

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

Accepted Answer

true

	Criado por Ally Thomson aproximadamente 8 anos atrás

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How mature is your organization with Customer Experience Lifecycle Management?

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