<--- Score
56. How much responsibility does a brand need to take for its digital customer experience?
<--- Score
57. What Digital customer experience capabilities do you need?
<--- Score
58. Whom do you really need or want to serve?
<--- Score
59. Why the need?
<--- Score
60. What are the expected benefits of Digital customer experience to the stakeholder?
<--- Score
61. Where is training needed?
<--- Score
62. For your Digital customer experience project, identify and describe the business environment, is there more than one layer to the business environment?
<--- Score
63. How many trainings, in total, are needed?
<--- Score
64. Which issues are too important to ignore?
<--- Score
65. What would happen if Digital customer experience weren’t done?
<--- Score
66. What training and capacity building actions are needed to implement proposed reforms?
<--- Score
67. How do you identify the kinds of information that you will need?
<--- Score
68. How can auditing be a preventative security measure?
<--- Score
69. Looking at each person individually – does every one have the qualities which are needed to work in this group?
<--- Score
70. What resources or support might you need?
<--- Score
71. What prevents you from making the changes you know will make you a more effective Digital customer experience leader?
<--- Score
72. What problems are you facing and how do you consider Digital customer experience will circumvent those obstacles?
<--- Score
73. To what extent would your organization benefit from being recognized as a award recipient?
<--- Score
74. Who needs to know about Digital customer experience?
<--- Score
75. How do you identify subcontractor relationships?
<--- Score
76. Are you dealing with any of the same issues today as yesterday? What can you do about this?
<--- Score
77. Are there recognized Digital customer experience problems?
<--- Score
78. What is the problem or issue?
<--- Score
79. Why is this needed?
<--- Score
80. What Digital customer experience problem should be solved?
<--- Score
81. As a sponsor, customer or management, how important is it to meet goals, objectives?
<--- Score
82. Which needs are not included or involved?
<--- Score
83. Who needs to know?
<--- Score
84. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?
<--- Score
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?
<--- Score
86. What tools and technologies are needed for a custom Digital customer experience project?
<--- Score
87. What is the Digital customer experience problem definition? What do you need to resolve?
<--- Score
88. What do employees need in the short term?
<--- Score
89. Will new equipment/products be required to facilitate Digital customer experience delivery, for example is new software needed?
<--- Score
90. Who needs budgets?
<--- Score
91. Is the quality assurance team identified?
<--- Score
92. Did you miss any major Digital customer experience issues?
<--- Score
93. Are employees recognized for desired behaviors?
<--- Score
94. What Digital customer experience events should you attend?
<--- Score
95. Are there any specific expectations or concerns about the Digital customer experience team, Digital customer experience itself?
<--- Score
96. What are your needs in relation to Digital customer experience skills, labor, equipment, and markets?
<--- Score
97. Does Digital customer experience create potential expectations in other areas that need to be recognized and considered?
<--- Score
98. Does the problem have ethical dimensions?
<--- Score
99. To what extent does each concerned units management team recognize Digital customer experience as an effective investment?
<--- Score
100. How do you assess your Digital customer experience workforce capability and capacity needs, including skills, competencies, and staffing levels?
<--- Score
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?
<--- Score
2. Are accountability and ownership for Digital customer experience clearly defined?
<---