How Does Your CX Stack Up?
Take this 2-minute assessment to find out how you compare to your peers on current proficiency in and preparedness for the future of customer experience. You’ll be scored against hundreds of CX professionals to see where you stand and get an exclusive copy of the 2018 Smarter CX Insights Report.
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How much do you agree with each statement?
1
|
I have access to all the information I need to understand customers’ needs and previous interactions, and can apply it to improve their experience.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
2
|
I effectively use data to predict customer behavior.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
3
|
I feel equipped to connect and apply owned and third-party data collected across all departments in real-time.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
4
|
I have a solid understanding of what my customer expects of a good experience.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
5
|
I'm able to design and deliver connected, relevant and personalized customer experiences through multiple channels (including chat, phone, e-commerce, web).
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
6
|
I'm able to adapt experiences to each customer’s unique buying journey.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
7
|
I'm allocating a portion of my time and budget to experiment with new customer experience technologies.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
8
|
I’m looking into how to use AI and advanced analytics to design proactive customer experiences.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
9
|
I know which things to measure that indicate CX improvements.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
10
|
I regularly utilize customer feedback to prioritize investment in better products, services and customer experiences.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
11
|
I’m interested in deploying technologies that deliver automated, actionable insights to deliver better customer experiences.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
12
|
I’m investing in maintaining a unified view of my customers across online and offline channels.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
13
|
I believe my organization prioritizes CX as a primary business initiative.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
14
|
I'm empowered to drive innovation and change at my company to deliver great customer experiences.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
15
|
My company embraces digital but I don’t believe they will invest quickly enough to keep pace with speed of technology change.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
16
|
I believe my company will face disruption from more innovative, nimble, customer-centric organizations.
|
Strongly
Disagree Disagree
Neutral
Agree
Strongly
Agree |
Overall
CX Score
CX Score
Current
CX Proficiency
CX Proficiency
Future
CX Preparedness
CX Preparedness
*Peer averages in scores above