Underlined Data driven CX Maturity Scan 18 December 2018by Marco Cordewener 0% Welcome to the Underlined Data Driven CX maturity Scan In this scan, based on six domains, you determine how far your organization is in the field of Data Driven CX. At the end of the scan, your result will be displayed on the scan, indicating what your next step might be and what Underlined can do for your organization. After completing the data below, you can start with the Underlined data driven CX Maturity Scan! First Name: Surname:Company:E-mail: Start Domain 1: Steering and customer experience What measures/KPIs are used to measure Customer Experience performance (Customer Experience)? Choose the answer that best suits your organization: None Operational measures/KPIs (e.g. handling time, customer contact) Customer feedback measures/KPIs (e.g. NPS, CES), in addition to operational measures/KPIs Journey measures/KPIs (e.g. customer downtime, success rate), in addition to customer feedback and operational measures/KPIs Value measures/KPIs (e.g. loyalty), in addition to journey, customer feedback and operational measures/KPIs Previous Next Domain 2: Service Design and implement improvements To what extent is customer data taken into account in the realization of improvements in the service offered? Not Customer data (e.g. mail, call, research) is collected, but not deployed in developing a strategy on improvement initiatives Customer data provides insight into possible improvements in the service leading to the development of a strategy for improvement initiatives Customer data is leading in the creation and realization of improvements, this is a structural and continuous process Customer data is a guiding factor in setting up and realising improvements, this is fully structurally organised, with real improvements being monitored Previous Next Domain 3: Customer Journey Mapping To what extent are customer travel present within the organization? Not Loose customer data is present, but not as a whole (linked) insightful for the preparation of customer travel Customer data (customer behavior, processes, feedback) is linked to shaping and filling the customer's travel Customer data is structurally used for shaping the customer's journey, therefore data is fully available in customer travel Customer data is fully available in customer travel, where choices are made on which the Organization can excel in customer travel Previous Next Domain 4: Customer Data & Feedback How does the organization deal with existing customer data in the field of CX analysis? Not The 360 degree customer image has yet to be set up, research data (e.g. NPS, CES, etc.) is present. The 360 degree customer image is in development, for this is research data + contact data (e.g. mail, call) present The 360 degree customer image is complete, this is used for research, contact data, customer behaviour (e.g. surfing habits) The 360 degree customer image is complete, with all the necessary data, plus the tools for CX data analysis and visualization are present Previous Next Domain 5: Brand and communication How is the customer's experience about brand values and promises measured? Not The brand values and promises are not known to customers and must be communicated clearly, this does not measure the customer experience on this The brand values and promises are known to customers, measuring the customer experience of delivering on these pledges in development The customer experience of the brand values and promises is measured by encouraging the customer to express this during direct contact with the organization (mail, call) The customer experience of brand values and promises is continuously measured in customer contact and/or research, this is included in improvement initiatives Previous Next Domain 6: Agile and self-control To what extent can employees create customer insights themselves and be allowed to act on them? Not Insights are created by an analysis team, on which employees can act Medewerkers kunnen zelf inzichten genereren en daarop acteren, echter samenhang met kpi’s is onduidelijk Organization is fully agile; Independently amassing and acting on customer insights, however, not connected to customer travel Organization is fully agile; Independently amassing and acting on customer insights, which is linked to customer travel Previous Next End: Thanks for participating in the Underlined Data Driven CX Maturity Scan! After sending your answers, you can see your results on the scan. Previous
