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

Чтение книги онлайн.

СКАЧАТЬ for losses?

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      138. Has a high-level ‘as is’ process map been completed, verified and validated?

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      139. What constraints exist that might impact the team?

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      140. What critical content must be communicated – who, what, when, where, and how?

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      141. What is the definition of Digital customer experience excellence?

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      142. Have the customer needs been translated into specific, measurable requirements? How?

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      Add up total points for this section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.

      CRITERION #3: MEASURE:

      INTENT: Gather the correct data. Measure the current performance and evolution of the situation.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. What would it cost to replace your technology?

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      2. What do people want to verify?

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      3. How will you measure your Digital customer experience effectiveness?

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      4. When are costs are incurred?

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      5. What causes innovation to fail or succeed in your organization?

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      6. What are your operating costs?

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      7. What is the total fixed cost?

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      8. Do you have an issue in getting priority?

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      9. How can you measure Digital customer experience in a systematic way?

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      10. Which costs should be taken into account?

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      11. How is the value delivered by Digital customer experience being measured?

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      12. What tests verify requirements?

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      13. Do you have a flow diagram of what happens?

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      14. What are your primary costs, revenues, assets?

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      15. Who should receive measurement reports?

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      16. What are the types and number of measures to use?

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      17. How can you reduce costs?

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      18. Are there any easy-to-implement alternatives to Digital customer experience? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

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      19. What causes investor action?

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      20. What are the strategic priorities for this year?

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      21. How will costs be allocated?

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      22. What are the uncertainties surrounding estimates of impact?

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      23. What are the costs of reform?

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      24. What do you measure and why?

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      25. What are allowable costs?

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      26. How do you verify if Digital customer experience is built right?

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      27. How can a Digital customer experience test verify your ideas or assumptions?

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      28. How are you verifying it?

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      29. What is the root cause(s) of the problem?

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      30. What is the cost of rework?

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      31. How can you reduce the costs of obtaining inputs?

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      32. Have design-to-cost goals been established?

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      33. Which measures and indicators matter?

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      34. Are the Digital customer experience benefits worth its costs?

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      35. Is the cost worth the Digital customer experience effort ?

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      36. What details are required of the Digital customer СКАЧАТЬ