maps needed to account for the different types of inputs?
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114. Has the direction changed at all during the course of Digital customer experience? If so, when did it change and why?
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115. What sort of initial information to gather?
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116. What is out-of-scope initially?
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117. Has the Digital customer experience work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?
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118. Do you have a Digital customer experience success story or case study ready to tell and share?
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119. What was the context?
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120. Is there a Digital customer experience management charter, including stakeholder case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan?
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121. Do the problem and goal statements meet the SMART criteria (specific, measurable, attainable, relevant, and time-bound)?
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122. Is the team equipped with available and reliable resources?
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123. What is the scope of the Digital customer experience work?
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124. What are the Digital customer experience tasks and definitions?
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125. Are resources adequate for the scope?
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126. Is the team sponsored by a champion or stakeholder leader?
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127. Is data collected and displayed to better understand customer(s) critical needs and requirements.
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128. What scope do you want your strategy to cover?
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129. Is the work to date meeting requirements?
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130. What is the definition of success?
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131. What intelligence can you gather?
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132. Is Digital customer experience linked to key stakeholder goals and objectives?
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133. Is there a completed SIPOC representation, describing the Suppliers, Inputs, Process, Outputs, and Customers?
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134. How do you keep key subject matter experts in the loop?
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135. Is full participation by members in regularly held team meetings guaranteed?
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136. Are there different segments of customers?
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137. What is a worst-case scenario for losses?
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138. Has a high-level ‘as is’ process map been completed, verified and validated?
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139. What constraints exist that might impact the team?
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140. What critical content must be communicated – who, what, when, where, and how?
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141. What is the definition of Digital customer experience excellence?
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142. Have the customer needs been translated into specific, measurable requirements? How?
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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 #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What would it cost to replace your technology?
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2. What do people want to verify?
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3. How will you measure your Digital customer experience effectiveness?
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4. When are costs are incurred?
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5. What causes innovation to fail or succeed in your organization?
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6. What are your operating costs?
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7. What is the total fixed cost?
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8. Do you have an issue in getting priority?
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9. How can you measure Digital customer experience in a systematic way?
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10. Which costs should be taken into account?
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11. How is the value delivered by Digital customer experience being measured?
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12. What tests verify requirements?
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13. Do you have a flow diagram of what happens?
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14. What are your primary costs, revenues, assets?
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15. Who should receive measurement reports?
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16. What are the types and number of measures to use?
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17. How can you reduce costs?
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18. Are there any easy-to-implement alternatives to Digital customer experience? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
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19. What causes investor action?
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20. What are the strategic priorities for this year?
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21. How will costs be allocated?
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22.