Full CXS Certification Quizzes And Answers Latest 2024

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) Which of the following statements is most accurate? - Answer-The way a customer feels will dictate how they will behave and whether they remain a customer.Which of the following benefits of the voice of the customer program applies to the product development team? - Answer-Contributes to product improvement and identifying future products Which of the following BEST defines "systematic innovation"? - Answer-A facilitated, structured process to identify customer needs, develop creative ideas and invent solutions to fulfill those needs. The majority of customer insights will come from which of the following? - Answer-Customers Which of the following are most likely to reach the largest group of customers? - Answer-Surveys Which of the following is a tool used to garner deep insights about how your customers think, feel, hear, and do? - Answer-Empathy map Which of the following are a deep understanding of a customer's needs and behaviors--both known needs that the customer can identify, and the latent needs that they cannot? - Answer-Customer insights Which of the following types of reliability is used when the same instrument or survey is given to a group of people at two different times? - Answer-Test-retest Which of the following types of validity is used when the results from the instrument accurately relates/predicts some kind of external variable? - Answer-Criterion-related validity Which of the following plot the entire course of a customer's relationship with a company? - AnswerJourney maps For the creation of a customer journey map, all of the following are tracked EXCEPT: - Answer-Word of mouth about a product or service Which of the following are difficult to create if a company wants to know about the nuances of about how a customer did something? - Answer-SurveysWhich of the following contexts in moments of truth goes back to CX's foundational tenet, where the sum total of a customer's interactions determines how the customer feels about their relationship with the organization? - Answer-Relationship context The central facets of a Voice of the Customer program from a customer's perspective include all the following EXCEPT: - Answer-Accountability Which of the following will help you document what your customers really do? - Answer-Journey maps When analyzing customer feedback in a voice of the customer program, which of the following BEST describes "Predictive Analysis"? - Answer-Allowing companies to understand cause-and-effect and to forecast changes in a business outcome Which of the following voice of the customer best practices BEST represents setting up and maintaining a formal process whereby someone is responsible for following up on every piece of customer feedback that get submitted and tracking each of those submissions through to resolution? - Answer-Close the feedback loop Which of the following key business objectives BEST represents the key drivers of customer satisfaction related to the simplicity of the billing experience and factors within the pay touchpoint? - Answer-Ease Which of the following BEST identifies this description: "information is used after there is a record of a customer interaction?" - Answer-The timing of Customer Relationship Management Which of the following is generally the primary building blocks of a voice of the customer program? - Answer-Surveys Taking customer data and turning it into a compelling picture or story is an example of using which of the following? - Answer-Personas and journey maps