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How mature is your organization with Customer Experience Lifecycle Management?

Description

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.
Ally Thomson
Quiz by Ally Thomson, updated more than 1 year ago
Ally Thomson
Created by Ally Thomson about 8 years ago
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Resource summary

Question 1

Question
Have you mapped your customers' journey?
Answer
  • True
  • False

Question 2

Question
Have you identified common points of customer friction and moments of truth in that journey?
Answer
  • True
  • False

Question 3

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

Question 4

Question
Are you collecting customer feedback?
Answer
  • True
  • False

Question 5

Question
Do you understand what action customers want to take, and do you make it easy for them?
Answer
  • True
  • False

Question 6

Question
Are you preempting the need for customer service with proactive engagement?
Answer
  • True
  • False

Question 7

Question
Have customer experience expectations been analyzed across the enterprise, and have priorities been set accordingly?
Answer
  • True
  • False

Question 8

Question
Has customer feedback been consolidated to a single view?
Answer
  • True
  • False

Question 9

Question
Are you assessing customer satisfaction, loyalty and advocacy in direct and indirect ways?
Answer
  • True
  • False

Question 10

Question
Do you find ways to surprise and delight customers, and help them do more?
Answer
  • True
  • False

Question 11

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

Question 12

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

Question 13

Question
Is that system extended to all partners and vendors?
Answer
  • True
  • False

Question 14

Question
Has the organizational structure been realigned around the CX rather than product, channel or function?
Answer
  • True
  • False

Question 15

Question
Are your workplace culture and behavioral expectations of employees aligned with the intended CX?
Answer
  • True
  • False

Question 16

Question
Does automation support collaboration and efficiency among groups to drive customer-centric business performance?
Answer
  • True
  • False

Question 17

Question
Do you have a standardized CX management strategy or CX leader in place?
Answer
  • True
  • False

Question 18

Question
Have all key internal stakeholders agreed on the importance and desired state of CXLM maturity?
Answer
  • True
  • False

Question 19

Question
Have you activated self-service tools/channels for one or more functions?
Answer
  • True
  • False

Question 20

Question
Have you activated automated tools/channels to proactively engage customers in one or more functions?
Answer
  • True
  • False

Question 21

Question
Do you benchmark and improve usability of specific channels?
Answer
  • True
  • False

Question 22

Question
Are objectives for inbound service and proactive engagement identified relative to the entire customer journey?
Answer
  • True
  • False

Question 23

Question
Are customers able to indicate and manage their channel and interaction preferences via automated tools for self-service?
Answer
  • True
  • False

Question 24

Question
Do you honor customer data privacy with a focus on building trust, rather than legal risks?
Answer
  • True
  • False

Question 25

Question
Are customer segments and engagement tactics standardized across channels, and across departments?
Answer
  • True
  • False

Question 26

Question
Do your customer engagement strategies align with the overall business strategy?
Answer
  • True
  • False

Question 27

Question
Is your current portfolio of all customer-facing technology identified?
Answer
  • True
  • False

Question 28

Question
Are you decommissioning legacy systems and investing in API-driven, cloud-based technology?
Answer
  • True
  • False

Question 29

Question
Have you assessed the underlying infrastructure to identify points of intersection between channels and data?
Answer
  • True
  • False

Question 30

Question
Do you have a systematic approach to integrating channels and data into a comprehensive communication ecosystem?
Answer
  • True
  • False

Question 31

Question
Do you have a functional omnichannel environment, including consolidated business rules, customer data, reporting and visibility?
Answer
  • True
  • False

Question 32

Question
Are upgrades and improvements to your environment automated?
Answer
  • True
  • False

Question 33

Question
Have you accounted for the integration of emerging technologies?
Answer
  • True
  • False

Question 34

Question
Are all current data points and data stores inventoried?
Answer
  • True
  • False

Question 35

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

Question 36

Question
Are paths to single-channel optimization identified using historical data?
Answer
  • True
  • False

Question 37

Question
Have key data points and business rules been consolidated into a single view?
Answer
  • True
  • False

Question 38

Question
Do you have a proven system in place to conduct experimentation and operationalize new findings?
Answer
  • True
  • False

Question 39

Question
Do you have skilled data scientists in place to conduct thorough business analysis?
Answer
  • True
  • False

Question 40

Question
Are you analyzing cause and effect relationships in data to predict user intent and streamline interaction?
Answer
  • True
  • False

Question 41

Question
Are systems in place to automate data analysis and dynamically prescribe the next best action in real-time?
Answer
  • True
  • False

Question 42

Question
Have you identified key business success measures?
Answer
  • True
  • False

Question 43

Question
Are CX measures/impacts viewed as important to operations and profitability at all levels across the enterprise?
Answer
  • True
  • False

Question 44

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

Question 45

Question
Can you attribute some component of ROI to the CX?
Answer
  • True
  • False

Question 46

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

Question 47

Question
Do you have a proven system in place to address unsatisfactory results?
Answer
  • True
  • False

Question 48

Question
Are you able to articulate the value of each customer segment?
Answer
  • True
  • False

Question 49

Question
Are you able to articulate the value of each individual customer?
Answer
  • True
  • False

Question 50

Question
Do you have measurable proof that your CX is reinforcing brand loyalty and advocacy?
Answer
  • True
  • False
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