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

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СКАЧАТЬ feedback methods were used to solicit their input?

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      52. What Digital customer experience services do you require?

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      53. Has/have the customer(s) been identified?

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      54. Is the current ‘as is’ process being followed? If not, what are the discrepancies?

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      55. What are the Digital customer experience use cases?

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      56. What is the scope?

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      57. Have all basic functions of Digital customer experience been defined?

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      58. What are the record-keeping requirements of Digital customer experience activities?

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      59. Is scope creep really all bad news?

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      60. What happens if Digital customer experience’s scope changes?

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      61. How do you gather the stories?

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      62. How often are the team meetings?

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      63. What Digital customer experience requirements should be gathered?

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      64. How do you hand over Digital customer experience context?

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      65. Who defines (or who defined) the rules and roles?

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      66. What information do you gather?

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      67. Is the team formed and are team leaders (Coaches and Management Leads) assigned?

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      68. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

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      69. How do you gather Digital customer experience requirements?

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      70. Is Digital customer experience currently on schedule according to the plan?

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      71. How do you manage unclear Digital customer experience requirements?

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      72. What sources do you use to gather information for a Digital customer experience study?

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      73. Are audit criteria, scope, frequency and methods defined?

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      74. What are the requirements for audit information?

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      75. Is the Digital customer experience scope manageable?

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      76. When are meeting minutes sent out? Who is on the distribution list?

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      77. Are there any constraints known that bear on the ability to perform Digital customer experience work? How is the team addressing them?

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      78. Do you all define Digital customer experience in the same way?

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      79. What are the boundaries of the scope? What is in bounds and what is not? What is the start point? What is the stop point?

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      80. Who approved the Digital customer experience scope?

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      81. How will the Digital customer experience team and the group measure complete success of Digital customer experience?

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      82. The political context: who holds power?

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      83. How would you define Digital customer experience leadership?

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      84. Is the improvement team aware of the different versions of a process: what they think it is vs. what it actually is vs. what it should be vs. what it could be?

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      85. What scope to assess?

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      86. What gets examined?

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      87. Will a Digital customer experience production readiness review be required?

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      88. Does the team have regular meetings?

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      89. Why are you doing Digital customer experience and what is the scope?

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      90. Is it clearly defined in and to your organization what you do?

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      91. Is there regularly 100% attendance at the team meetings? If not, have appointed substitutes attended to preserve cross-functionality and full representation?

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      92. How does the Digital customer experience manager ensure against scope creep?

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      93. Will team members perform Digital customer experience work when assigned and in a timely fashion?

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      94. What are the dynamics of the communication plan?

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      95. СКАЧАТЬ