DCX Jan 24

What is an Omnichannel Experience?

• Allowing customers to start an interaction on a mobile app and seamlessly continue it on a website without losing their progress

• Using multiple channels to communicate with the customers and providing them exceptional customer service

• Mobile apps and website providing the same consistent message to the customers

• None of these

Is digital customer experience and digital customer service the same? And why?

• Yes, both ultimately keeps the custoemrs happy

• No, they differ in terms of their scope

• Yes, both aims at using digital channels to serve the customers

• No, they differ based on the customer requirements

Anticipating what customers’ next needs will be and using technology to deliver the service or information is called as...

• CX Anticipation Technique

• Customer Experience Forward Thinking Model

• Psychic Pizza

• Customer Need Manifestation

What does a marketing funnel help explain?

• Which marketing initiatives to prioritize

• The amount of data in the ecosystem

• How prospects become buyers

•  What consumers are interested in

What is the correct order of the four primary funnel segments?

• Desire, Awareness, Interest, Action

• Awareness, Interest, Desire, Action

• Awareness, Desire, Interest, Action

• Interest, Awareness, Desire, Action

What is the most valuable question to answer as part of defining your customer personas?

• What name best represents this persona?

• What needs do they have?

• How many customers can I expect to convert within this persona?

• What budget can I allocate to this customer segment?

How do you classify a group of people according to opinions, beliefs, values, attitudes, and interests?

• Market Segment of Lifestyle

• Demographics

• Psychographics

• Differentiated Target Markets

What is not the mistakes to avoid when creating customer personas?

• Focusing on demographics over psychographics

• Making the personas too specific

• Including the personas paint points and motivations

• Entirely relying on assumptions

What is not a part of the 4-part Frame work?

• Doing It Right the First Time

• Easy access to service

• Creating a complete customer service experience via every channel

• Finding and rectifying customer experience problems

What's the name of your core text book for this module?

• A Practical Guide to Delivering

  Exceptional CX,

• Customer Experience 3.0 High Profit Strategy

• 100 Practical Ways to Improve Customer Experience

• Cutting Edge Marketing Analytics: Real World

  Cases and Data Sets for Hands on Learning,