Читать книгу Digital Customer Experience A Complete Guide - 2020 Edition - Gerardus Blokdyk - Страница 7
ОглавлениеCRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Do you recognize Digital customer experience achievements?
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2. Where do you need to exercise leadership?
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3. What is the problem and/or vulnerability?
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4. What are the timeframes required to resolve each of the issues/problems?
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5. What is the recognized need?
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6. Are losses recognized in a timely manner?
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7. What is the extent or complexity of the Digital customer experience problem?
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8. What information do users need?
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9. Have you identified your Digital customer experience key performance indicators?
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10. How does it fit into your organizational needs and tasks?
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11. What are the clients issues and concerns?
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12. Are there Digital customer experience problems defined?
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13. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?
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14. What else needs to be measured?
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15. Would you recognize a threat from the inside?
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16. Can management personnel recognize the monetary benefit of Digital customer experience?
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17. Think about the people you identified for your Digital customer experience project and the project responsibilities you would assign to them, what kind of training do you think they would need to perform these responsibilities effectively?
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18. Are controls defined to recognize and contain problems?
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19. What are the stakeholder objectives to be achieved with Digital customer experience?
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20. When a Digital customer experience manager recognizes a problem, what options are available?
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21. Who needs what information?
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22. Who defines the rules in relation to any given issue?
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23. How do you take a forward-looking perspective in identifying Digital customer experience research related to market response and models?
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24. What Digital customer experience coordination do you need?
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25. What needs to stay?
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26. What does Digital customer experience success mean to the stakeholders?
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27. Do you know what you need to know about Digital customer experience?
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28. Will it solve real problems?
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29. How are training requirements identified?
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30. What needs to be done?
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31. What should be considered when identifying available resources, constraints, and deadlines?
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32. What situation(s) led to this Digital customer experience Self Assessment?
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33. Are employees recognized or rewarded for performance that demonstrates the highest levels of integrity?
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34. Will Digital customer experience deliverables need to be tested and, if so, by whom?
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35. Are there regulatory / compliance issues?
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36. Who else hopes to benefit from it?
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37. Will a response program recognize when a crisis occurs and provide some level of response?
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38. What is the smallest subset of the problem you can usefully solve?
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39. Who are your key stakeholders who need to sign off?
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40. Is it needed?
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41. How are you going to measure success?
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42. Do you need different information or graphics?
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43. Is the need for organizational change recognized?
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44. What are the Digital customer experience resources needed?
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45. What extra resources will you need?
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46. How are the Digital customer experience’s objectives aligned to the group’s overall stakeholder strategy?
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47. Are problem definition and motivation clearly presented?
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48. Do you have/need 24-hour access to key personnel?
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49. Which information does the Digital customer experience business case need to include?
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50. What vendors make products that address the Digital customer experience needs?
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51. What activities does the governance board need to consider?
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52. Are there any revenue recognition issues?
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53. How do you recognize an Digital customer experience objection?
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54. Does your organization need more Digital customer experience education?
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55. How much are sponsors, customers, partners, stakeholders involved in Digital customer experience? In other words, what are the risks, if Digital customer experience does not deliver successfully?
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56. How much responsibility does a brand need to take for its digital customer experience?
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57. What Digital customer experience capabilities do you need?
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58. Whom do you really need or want to serve?
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59. Why the need?
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60. What are the expected benefits of Digital customer experience to the stakeholder?
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61. Where is training needed?
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62. For your Digital customer experience project, identify and describe the business environment, is there more than one layer to the business environment?
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63. How many trainings, in total, are needed?
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64. Which issues are too important to ignore?
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65. What would happen if Digital customer experience weren’t done?
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66. What training and capacity building actions are needed to implement proposed reforms?
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67. How do you identify the kinds of information that you will need?
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68. How can auditing be a preventative security measure?
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69. Looking at each person individually – does every one have the qualities which are needed to work in this group?
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70. What resources or support might you need?
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71. What prevents you from making the changes you know will make you a more effective Digital customer experience leader?
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72. What problems are you facing and how do you consider Digital customer experience will circumvent those obstacles?
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73. To what extent would your organization benefit from being recognized as a award recipient?
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74. Who needs to know about Digital customer experience?
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75. How do you identify subcontractor relationships?
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76. Are you dealing with any of the same issues today as yesterday? What can you do about this?
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77. Are there recognized Digital customer experience problems?
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78. What is the problem or issue?
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79. Why is this needed?
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80. What Digital customer experience problem should be solved?
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81. As a sponsor, customer or management, how important is it to meet goals, objectives?
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82. Which needs are not included or involved?
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83. Who needs to know?
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84. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?
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85. Consider your own Digital customer experience project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
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86. What tools and technologies are needed for a custom Digital customer experience project?
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87. What is the Digital customer experience problem definition? What do you need to resolve?
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88. What do employees need in the short term?
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89. Will new equipment/products be required to facilitate Digital customer experience delivery, for example is new software needed?
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90. Who needs budgets?
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91. Is the quality assurance team identified?
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92. Did you miss any major Digital customer experience issues?
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93. Are employees recognized for desired behaviors?
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94. What Digital customer experience events should you attend?
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95. Are there any specific expectations or concerns about the Digital customer experience team, Digital customer experience itself?
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96. What are your needs in relation to Digital customer experience skills, labor, equipment, and markets?
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97. Does Digital customer experience create potential expectations in other areas that need to be recognized and considered?
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98. Does the problem have ethical dimensions?
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99. To what extent does each concerned units management team recognize Digital customer experience as an effective investment?
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100. How do you assess your Digital customer experience workforce capability and capacity needs, including skills, competencies, and staffing levels?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.
