Digital Customer Experience A Complete Guide - 2020 Edition. Gerardus Blokdyk
How much are sponsors, customers, partners, stakeholders involved in Digital customer experience? In other words, what are the risks, if Digital customer experience does not deliver successfully?
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56. How much responsibility does a brand need to take for its digital customer experience?
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57. What Digital customer experience capabilities do you need?
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58. Whom do you really need or want to serve?
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59. Why the need?
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60. What are the expected benefits of Digital customer experience to the stakeholder?
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61. Where is training needed?
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62. For your Digital customer experience project, identify and describe the business environment, is there more than one layer to the business environment?
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63. How many trainings, in total, are needed?
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64. Which issues are too important to ignore?
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65. What would happen if Digital customer experience weren’t done?
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66. What training and capacity building actions are needed to implement proposed reforms?
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67. How do you identify the kinds of information that you will need?
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68. How can auditing be a preventative security measure?
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69. Looking at each person individually – does every one have the qualities which are needed to work in this group?
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70. What resources or support might you need?
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71. What prevents you from making the changes you know will make you a more effective Digital customer experience leader?
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72. What problems are you facing and how do you consider Digital customer experience will circumvent those obstacles?
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73. To what extent would your organization benefit from being recognized as a award recipient?
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74. Who needs to know about Digital customer experience?
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75. How do you identify subcontractor relationships?
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76. Are you dealing with any of the same issues today as yesterday? What can you do about this?
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77. Are there recognized Digital customer experience problems?
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78. What is the problem or issue?
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79. Why is this needed?
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80. What Digital customer experience problem should be solved?
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81. As a sponsor, customer or management, how important is it to meet goals, objectives?
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82. Which needs are not included or involved?
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83. Who needs to know?
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84. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?
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85. Consider your own Digital customer experience project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
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86. What tools and technologies are needed for a custom Digital customer experience project?
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87. What is the Digital customer experience problem definition? What do you need to resolve?
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88. What do employees need in the short term?
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89. Will new equipment/products be required to facilitate Digital customer experience delivery, for example is new software needed?
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90. Who needs budgets?
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91. Is the quality assurance team identified?
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92. Did you miss any major Digital customer experience issues?
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93. Are employees recognized for desired behaviors?
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94. What Digital customer experience events should you attend?
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95. Are there any specific expectations or concerns about the Digital customer experience team, Digital customer experience itself?
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96. What are your needs in relation to Digital customer experience skills, labor, equipment, and markets?
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97. Does Digital customer experience create potential expectations in other areas that need to be recognized and considered?
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98. Does the problem have ethical dimensions?
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99. To what extent does each concerned units management team recognize Digital customer experience as an effective investment?
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100. How do you assess your Digital customer experience workforce capability and capacity needs, including skills, competencies, and staffing levels?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.
CRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Does the scope remain the same?
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2. Are accountability and ownership for Digital customer experience clearly defined?
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