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

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СКАЧАТЬ Is the Digital customer experience scope complete and appropriately sized?

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      96. When is the estimated completion date?

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      97. Who are the Digital customer experience improvement team members, including Management Leads and Coaches?

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      98. Is the team adequately staffed with the desired cross-functionality? If not, what additional resources are available to the team?

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      99. Are roles and responsibilities formally defined?

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      100. Have specific policy objectives been defined?

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      101. How are consistent Digital customer experience definitions important?

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      102. Is there a critical path to deliver Digital customer experience results?

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      103. How is the team tracking and documenting its work?

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      104. How would you define the culture at your organization, how susceptible is it to Digital customer experience changes?

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      105. How do you think the partners involved in Digital customer experience would have defined success?

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      106. Are team charters developed?

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      107. Are all requirements met?

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      108. How will variation in the actual durations of each activity be dealt with to ensure that the expected Digital customer experience results are met?

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      109. What is the context?

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      110. How do you manage changes in Digital customer experience requirements?

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      111. How and when will the baselines be defined?

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      112. How did the Digital customer experience manager receive input to the development of a Digital customer experience improvement plan and the estimated completion dates/times of each activity?

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      113. Are different versions of process maps needed to account for the different types of inputs?

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      114. Has the direction changed at all during the course of Digital customer experience? If so, when did it change and why?

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      115. What sort of initial information to gather?

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      116. What is out-of-scope initially?

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      117. Has the Digital customer experience work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?

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      118. Do you have a Digital customer experience success story or case study ready to tell and share?

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      119. What was the context?

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      120. Is there a Digital customer experience management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?

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      121. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?

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      122. Is the team equipped with available and reliable resources?

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      123. What is the scope of the Digital customer experience work?

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      124. What are the Digital customer experience tasks and definitions?

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      125. Are resources adequate for the scope?

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      126. Is the team sponsored by a champion or stakeholder leader?

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      127. Is data collected and displayed to better understand customer(s) critical needs and requirements.

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      128. What scope do you want your strategy to cover?

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      129. Is the work to date meeting requirements?

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      130. What is the definition of success?

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      131. What intelligence can you gather?

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      132. Is Digital customer experience linked to key stakeholder goals and objectives?

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      133. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?

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      134. How do you keep key subject matter experts in the loop?

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      135. Is full participation by members in regularly held team meetings guaranteed?

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      136. Are there different segments of customers?

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      137. What is a worst-case СКАЧАТЬ