Copy and Edit

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 over 8 years ago
33
0
1

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
Show full summary Hide full summary

Want to create your own Quizzes for free with GoConqr? Learn more.

Similar

Designing the Customer Experience
Alex Millar
Customer Service Quiz
Antonia Blankenberg
Understanding the Effects of Customer Service
Antonia Blankenberg
Dealing with Customer Concerns and Issues
Antonia Blankenberg
Risk Assessment in the Workplace
Antonia Blankenberg
Dealing with Customers
Antonia Blankenberg
Provide Service to Customers
nancy stokes
Defining Customer Service
Antonia Blankenberg
Customer Service in the Hospitality Sector
Jacob Lee
Handling Money
Antonia Blankenberg
Use the H.E.A.T. Method for Handling Customer Service
Dana Schunter
Browse Library