COE CX

What is customer Experience ?

• A Buzz word!

• The latest META app

• Putting the customer in the center of everything we do

• Using UI/UX in our projects

How do we create the best Customer Experience?

The right ​ (a)   through the right ​ (b)   at the right ​ (c)   and to the right ​ (d)  

• content
• channel
• time
• customer

Is there a difference between Multichannel and Omnichannel?

• YES

• No

Answer explanation

Multichannel represents all the channels that are available to the customer but are not connected.

Omnichannel is the connections of all the channels to create the best Experience for the customer

Which steps are part of every CX Strategy?

• Personas

• Customer Journeys

• Content

• Channels

• KPIs

Which are the 3 main pillars of a Digital Transformation?

• People

• Process

• Technology

• Budget

• Strategy

Answer explanation

It is a balancing act between People, Process and Technology

Do you think CX is important in your role ?

• YES, crucial

• No, I don't see why

• I don't know