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.
CRITERION #2: DEFINE:
INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Does the scope remain the same?
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2. Are accountability and ownership for Digital customer experience clearly defined?
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