Full CXS Certification Quiz Prep 2024 | 300 Questions and Correct Solutions Latest

Full CXS Certification Quiz Prep 2024 | 300 Questions and Correct Solutions Latest What is a critical way to foster a positive employee experience that will, in turn, lead to a positive customer experience? - Answer - Empower the teams on the front lines to make their own decisions Ethnographic research involves observing customer behavior mostly in which of following locations or experiences? - Answer - Natural setting Which of the following does a customer journey map plot? - Answer - The entire journey of a customer's relationship with a company. All of the following are activities used to achieve the goal of collecting and analyzing customer voice EXCEPT: - Answer - Illustrate the impact of customer perceptions and use of products Which of the following BEST defines "customer insights"? - Answer - A deep understanding of a customer's needs and behaviors. Which of the following customers generally produce fewer candid reviews and a much lower number of reviews per purchase? - Answer - B2B customers Which of the following BEST defines "improved self-service"? - Answer - Provides customers with the ability to diagnose or even control their services from a self-care application, such as with proactive alerting, enhanced root cause analysis, decision support/recommendation through multiple channels Which of the following insights are required to best design the customer experience? - Answer - 1. Uncovering existing customer behaviors and needs 2. Uncovering past customer behaviors and needs 3. Uncovering the needs and behaviors of future customers (All of the above)