CX Spark Series
Quiz
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Other
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Professional Development
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Hard

Megan HOMUTH
FREE Resource
Enhance your content
6 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
FOR $100: Owns the customer experience.
Dan Conrad
BCBSND Employees
CX Team
Customers
2.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
FOR $200: Is NOT something our BCBSND customers value.
Predictability
Paying for everything
Coverage
Support
3.
MULTIPLE CHOICE QUESTION
10 sec • 3 pts
FOR $300: What Customer Experience is.
The perception of all the ways a customer interacts with us.
The name of our new Voice of the Customer survey system.
Another name for “customer service”.
Research around human behavior.
4.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
FOR $400: How customer service differs from customer experience.
They are interchangeable.
Customer experience is new.
Customer service is provided, customer experience is received.
Customer service is point of sale and customer experience is after the sale.
5.
MULTIPLE CHOICE QUESTION
10 sec • 5 pts
FOR $500: Why customer experience matters.
Dan Conrad said so.
Customer experience is on our scorecard.
The state mandates a customer experience program.
Customers’ expectations have changed and demands have increased.
6.
MULTIPLE CHOICE QUESTION
10 sec • 6 pts
FOR $600: What "good CX" looks like at BCBSND.
We receive high customer experience scores from customer surveys.
Everyone co-owns the customer experience and helps innovate interactions.
We have the largest health insurance subscriber base in the state.
Customers receive coffee and cookies when they visit our offices.
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