Qualtrics Platform Essentials (L1) – Exam Questions With 100% Correct Answers

Qualtrics Platform Essentials (L1) – Exam Questions With 100% Correct Answers An organization that is consistently collecting and acting on feedback data to nurture an environment of continuous improvement. Which component of the XM Operating Framework is this company trying to strengthen? - Technology - Culture - Competency - Execution - answer- Culture Culture is defined as the mindsets and beliefs that nurture XM-centric attitudes and behaviors across an organization. The culture of an organization can either accelerate or inhibit the spread of XM competencies. Companies need to foster an environment that encourages XM-centric mindsets and behaviors in their leaders and employees Which of these is NOT a key component of the XM Operating Framework? - Culture - Proficiency - Competency - Technology - answer- Proficiency The operating framework for XM is based on Culture, Competency and Technology. An organization collects data about a future interaction to understand the potential reaction to the interaction. What kind of data is being collected? - Experience Expectations - Ad Hoc Diagnostics - Relationship Attitudes - Choice Preferences - answer- Experience Expectations Experience Expectations is how people think and feel about a future interaction with an organization, which can be collected on a regular cycle or periodically. _____ is a discipline that is used to deliver improved experiences to different stakeholders across an organization to gain competitive advantage. - Employee Management - Culture Management - Customer Management - Experience Management (XM) - answer- Experience Management (XM) As a discipline, XM helps organizations deliver differentiated experiences by continuously listening to feedback, propagating insights, and rapidly adapting to change. Which of the following is an example of Experience data (X data?) - Loyalty Status - Mobile Number - Region - Overall Satisfaction - answer- Overall Satisfaction X data is defined as data that is actively being collected from stakeholders that helps an organization understand experiences. What is an example of a positive insight organizations can gain from Experience Management? - An organization makes a change after it is suggested by customers - An organization becomes aware of a strength that they were not aware of and capitalizes on it - An organization adds new resources that will be beneficial - All of the above - answer- All of the above Positive Insights are usually found when an organization collects experience data and finds ways to improve and continue to grow. A(n) ____ is a moment of truth that affects the human components of your business. - Experience - Gap - Insight - Opportunity - answer- Experience This is how Qualtrics defines an Experience. One example of this would be a customer using a brand new product for the first time. Product satisfaction is an example of O data. True or false? - answer- False O Data is data that is collected as part of the normal course of business that does not measure satisfaction. Data such as phone number, email and region are considered O Data. Which of the following is an example of Operational Data (O-Data)? - Customer ID - Satisfaction Rating - Net Promoter Score (NPS) - Employee Engagement - answer- Customer ID