Customer Experience Design Books by Rajat Chawla

Author:Rajat Chawla
Language: eng
Format: epub
Publisher: Notion Press
Published: 2019-01-06T16:00:00+00:00

ANSWER KEYS TO THE CCXP PRACTICE QUESTIONS

A1: Option – C

Answer Key: People are the most important enablers in the success of any change and implementation program. People’s alignment to the customer experience vision will have the highest bearing in the CX program implementation.

A2: Option – B

Answer Key: An approach which offers convincing data to the teams around CX Initiatives, including big picture view, as well as specific data points relevant to each team, will ensure highest employee interest and involvement.

A3: Option – B

Answer Key: Pareto Analysis is a prioritization approach. It uses the Pareto Principle, also called 80/20 rule. Which means is by doing 20% of the work you can generate 80% of the benefit.

A4: Option – A

Answer Key: The end to end customer experience across the journey is never equal to the sum-total of experience across each touch point.

A5: Option – B

Answer Key: Insights available with the company from various surveys and listening posts are likely to provide much richer actionable insights to act upon.

A6: Option – D

Answer Key: Discriminant Analysis is a Statistical technique for classifying a set of observations into predefined groups, in order to understand group differences and predict likelihood that particular entity will belong to a particular group on the basis of some mutually exclusive traits.

A7: Option – C

Answer Key: While a protoype offers multiple benefits including, early preview into performance, identification of gaps, etc. at its best it’s a great way to deliver superior customer experience initial iterative working model.

A8: Option – A

Answer Key: Ability to draw infographics is not as crucial a skill as the communications, people and program management skills when it comes to leading CX transformation.

A9: Option – D

Answer Key: Correlation analysis is a method to study the relationship between two, numerically measured, continuous variables (e.g. height and weight).

A10: Option – C

Answer Key: While all the other options are specific parts of a customer journey map, Focus Group is an activity where group of people assemble to participate in a discussion about a product or service before it is launch.

A11: Option – D

Answer Key: The top-box score is the sum of percentages for the top one, two or three highest points on any metric like - satisfaction, quality of experience etc.

A12: Option – D

Answer Key: Hire employees who are passionate about customer service can be most key aspect of building customer centric organization, everything else can be done operationally not passion.

A13: Option – A

Answer Key: Ishikawa diagrams show the causes of a specific event and are actively used for root cause analysis.

A14: Option – D

Answer Key: Meeting individual business leaders will create necessary trust and support mechanism to take other initiatives.

A15: Option – A

Answer Key: Customer Effort Score is a powerful metric that measures the ease of experience by asking customers, on a scale of “Very Difficult” to “Very Easy,” how much effort was required to use the product or service

A16: Option – B

Answer Key: Customer experience training and coaching to the employees create required awareness and necessary skills that increases

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