How mature is your organization with Customer Experience Lifecycle Management?

Question 1

Have you mapped your customers' journey?

Answer

true

Question 2

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

Answer

true

Question 3

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

Answer

true

Question 4

Are you collecting customer feedback?

Answer

true

Question 5

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

Answer

true

Question 6

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

Answer

true

Question 7

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

Answer

true

Question 8

Has customer feedback been consolidated to a single view?

Answer

true

Question 9

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

Answer

true

Question 10

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

Answer

true

Question 11

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

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?

Answer

true

Question 13

Is that system extended to all partners and vendors?

Answer

true

Question 14

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

Answer

true

Question 15

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

Answer

true

Question 16

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

Answer

true

Question 17

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

Answer

true

Question 18

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

Answer

true

Question 19

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

Answer

true

Question 20

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

Answer

true

Question 21

Do you benchmark and improve usability of specific channels?

Answer

true

Question 22

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

Answer

true

Question 23

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

Answer

true

Question 24

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

Answer

true

Question 25

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

Answer

true

Question 26

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

Answer

true

Question 27

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

Answer

true

Question 28

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

Answer

true

Question 29

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

Answer

true

Question 30

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

Answer

true

Question 31

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

Answer

true

Question 32

Are upgrades and improvements to your environment automated?

Answer

true

Question 33

Have you accounted for the integration of emerging technologies?

Answer

true

Question 34

Are all current data points and data stores inventoried?

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?

Answer

true

Question 36

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

Answer

true

Question 37

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

Answer

true

Question 38

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

Answer

true

Question 39

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

Answer

true

Question 40

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

Answer

true

Question 41

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

Answer

true

Question 42

Have you identified key business success measures?

Answer

true

Question 43

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

Answer

true

Question 44

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

Answer

true

Question 45

Can you attribute some component of ROI to the CX?

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?

Answer

true

Question 47

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

Answer

true

Question 48

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

Answer

true

Question 49

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

Answer

true

Question 50

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

Answer

true

How mature is your organization with Customer Experience Lifecycle Management?

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