Question 1 of 12
We make it easy for our customers to engage with our brand using their channel of choice.
Question 2 of 12
We have an enterprise-wide CX management strategy or CX leader in place.
Question 3 of 12
We have mapped our customers’ journey based on personas, across every stage of the Customer Lifecycle.
Question 4 of 12
We are able to coordinate all business functions, customer interaction channels, locations and partners to provide the best experience for the customer.
Question 5 of 12
Our contact centre platform allows managers to create joined up multichannel customer experiences without involving the IT department.
Question 6 of 12
Our customer service representatives are fully empowered to deal with complex customer enquiries.
Question 7 of 12
We have introduced self-service tools and channels to optimise customer experience and efficiency.
Question 8 of 12
We capture customer feedback regularly and effectively and use it to continuously improve the customer experience.
Question 9 of 12
We can measure customer experience levels in relation to revenue, profit, and growth.
Question 10 of 12
We use tools such as data analytics, sentiment analysis, real-time feedback and customer insights to anticipate and respond to customer needs.
Question 11 of 12
We are in the process of decommissioning legacy systems and investing in scalable, API-driven, cloud-based technology.
Question 12 of 12
Our contact centre would meet my needs as a customer.
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