Dextalk 92

Role dari speaker hari ini adalah....

• Officer DPE

• UX Designer

• Officer Dex

• UI Designer

Apa itu Customer Journey Management?

• Customer Journey Management is solely about tracking customer interactions across different channels.

• Customer Journey Management is the continuous process of analyzing, refining, and managing customer journeys to enhance experience and meet business goals.

• Customer Journey Management ensures every customer follows a single, predefined path.

• Customer Journey Management is primarily a marketing tool to increase customer acquisition.

Mana yang bukan termasuk kompetensi dalam Journey Management?

• Insight

• Integrate

• Design

• Orchestrate

Level experience yang terdiri dari berbagai interaksi (di berbagai channel) untuk mencapai goal yang lebih besar, merupakan level UX untuk

• Journey Level

• Interaction Level

• Relationship Level

• Ultimate Level

Apa nama kuadran ke-4 pada Power-Interest Matrix untuk stakeholder?

• Keep Satisfied

• Keep Informed

• Monitor

• Manage closely

Mana yang bukan termasuk pilar dalam journey quality?

• Perception metrics

• Descriptive Metrics

• Prediction Metrics

• Qualitative metrics

Di antara journey management resources berikut ini, mana yang memiliki tingkat maturity dan buy-in terbaik?

• Journey management working group

• Journey management team

• Journey management pilot team

• Journey management role

Jika descriptive metric "referrals" dihubungkan dengan metric "revenue", maka akan menghasilkan dampak pada?

• Operational costs

• New funding

• Increased revenue

• New revenue

Little clues about how a customer might behave at key touchpoints, merupakan pengertian dari?

• Key driver

• Key touchpoints

• Predictive signals

• Customer-centric decision framework

Mana yang bukan termasuk elemen pada Customer Journey Map?

• Touchpoints

• Customer emotions

• Profit margin

• Customer behavior