CX Spark Series

CX Spark Series

Professional Development

6 Qs

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CX Spark Series

CX Spark Series

Assessment

Quiz

Other

Professional Development

Hard

Created by

Megan HOMUTH

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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.