Reference no: EM133222726

Assignment:

Question 1. As a discipline, Governance is most closely related to:

• Customer Understanding
• Measurement
• Culture
• Strategy

Question 2. Which of these is not the role of the Customer Advisory Council?

• Set the KPI's for the organization.
• Provide executive guidance and sponsorship.
• Reinforce the communication messages.
• Follow up on closed loop alerts

Question 3. Where does the responsibility for providing the communications messaging with respect to the CX Strategy reside?

• Communication Manager
• CEO
• Communications Strategy Plan
• CX Governance Plan

Question 4. The Governance plan manages the corporate CX projects.

• True
• False

Question 5. Which of the plans (coordinated by the governance plan) is most likely responsible for Journey Management initiatives?

• Operations Plan
• Study Plan
• Integration Plan
• Improvement Plan

Question 6. The financial and sales reports of a company are examples of:

• Big Data
• X-Data
• O-Data
• Collected Data

Question 7. Select the competencies that a CCO is trying to embed in an organization through their actions, select all that apply.

• Honouring and managing customers as assets of the business
• Build a customer listening path which establishes the active listening to the customers and understanding their needs
• Select technologies to facilitate the CX program
• One-Company leadership, ac countability, and decisions
• Aligning around experience and uniting the organization to deliver valued CX
• Planning interventions to prevent ruinous Customer Experiences

Question 8. The Customer ___________ Council is typically a group of managers and a customer-facing employee fromListening each of the customer-facing department s or groups.

• Advisory
• Advocacy
• Experience
• Listen Honoring accountability