Digital Customer Experience A Complete Guide - 2020 Edition. Gerardus Blokdyk

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СКАЧАТЬ solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?

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      8. Is Digital customer experience required?

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      9. How do you manage scope?

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      10. What are the compelling stakeholder reasons for embarking on Digital customer experience?

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      11. What are the tasks and definitions?

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      12. Will team members regularly document their Digital customer experience work?

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      13. Are required metrics defined, what are they?

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      14. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?

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      15. Are stakeholder processes mapped?

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      16. What is in the scope and what is not in scope?

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      17. What key stakeholder process output measure(s) does Digital customer experience leverage and how?

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      18. When is/was the Digital customer experience start date?

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      19. Is there a clear Digital customer experience case definition?

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      20. What defines best in class?

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      21. What are the rough order estimates on cost savings/opportunities that Digital customer experience brings?

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      22. What system do you use for gathering Digital customer experience information?

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      23. Where can you gather more information?

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      24. In what way can you redefine the criteria of choice clients have in your category in your favor?

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      25. Scope of sensitive information?

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      26. How do you catch Digital customer experience definition inconsistencies?

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      27. Are customers identified and high impact areas defined?

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      28. Are task requirements clearly defined?

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      29. Has a project plan, Gantt chart, or similar been developed/completed?

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      30. How was the ‘as is’ process map developed, reviewed, verified and validated?

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      31. Has a team charter been developed and communicated?

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      32. How can the value of Digital customer experience be defined?

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      33. Who is gathering information?

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      34. What baselines are required to be defined and managed?

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      35. Are customer(s) identified and segmented according to their different needs and requirements?

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      36. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?

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      37. If substitutes have been appointed, have they been briefed on the Digital customer experience goals and received regular communications as to the progress to date?

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      38. Are improvement team members fully trained on Digital customer experience?

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      39. What is the worst case scenario?

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      40. Is there any additional Digital customer experience definition of success?

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      41. What specifically is the problem? Where does it occur? When does it occur? What is its extent?

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      42. Are the Digital customer experience requirements testable?

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      43. How do you build the right business case?

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      44. Are approval levels defined for contracts and supplements to contracts?

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      45. Are the Digital customer experience requirements complete?

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      46. What information should you gather?

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      47. What are (control) requirements for Digital customer experience Information?

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      48. Has everyone on the team, including the team leaders, been properly trained?

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      49. What would be the goal or target for a Digital customer experience’s improvement team?

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      50. Is special Digital customer experience user knowledge required?

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