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CCXP EXAM WITH QUESTIONS AND CORRECT
ANSWERS 100% VERIFIED
What is the BEST way to gain executive buy in to a customer experience program? a. Show examples of other businesses that have improved revenue using CX approaches b. Build an alliance of influencers within the org and have them co-present to the CEO with you c. Show how CX metrics can be tied to existing business metrics d. Let the CEO know if the org doesn't move now, it will miss the CX boar - ANSWER C is correct: show how CX metrics can be tied to existing business metrics Keep in mind everything in the word of CX comes back to the bottom line. An executive team is more likely to back a CX program if they are confident it will pay dividends Which of the following sequences correctly shows the four levels of experience prototyping?
- Discussion, simulation, participation, pilot
- Participation, discussion, simulation, pilot
- Discussion, participation, simulation, pilot
- Discussion, simulation, pilot, participation - ANSWER Answer: Discussion, participation, simulation, pilot
Which of the following provides the best approach to gain executive buy-in for a customer experience program?
- Present a list of examples of other businesses improved revenue using CX
- Have internal influencers help convince the CEO
- Show how CX supports the overall corporate strategy
- Persuade the CEO that unless he acts now, the company will be at a disadvantage - ANSWER Answer: Demonstrate how CX aligns with and supports the overall corporate
strategy
What is the FIRST thing that a company should do when developing a branded customer experience?
- Learn customer expectations through focus groups and/or surveys
- Get clear understanding of company vision by conducting executive interview
- Overserve employee-customer interactions to determine trouble spots
- Have employees play the role of customers to gain outside-in view - ANSWER Answer: Gain clear understanding of company vision by conducting executive interview
Arrange the following steps of strategy execution in correct order
- Strategy development
- Execution of plans
- Identification of tactics
- Definition of vision - ANSWER Answer: Definition of vision, Strategy development, Identification of tactics, Execution of plans
One of the key drivers for growth is the value created by which of the following?
- Employees
- Pricing
- Real Estate
- Services - ANSWER Answer: Employees
Which one of the following statements is most accurate?
- CX strategy may not match corporate strategy if it aligns with brand attributes
- CX strategy must match corporate strategy, along with brand attributes CX strategy likely aligns to brand strategy ONLY when the latter agrees to a corporate strategy CX strategy along with brand attributes do not form corporate strategy ANSWER
All of the above - ANSWER Answer: All of the above
Which one of the followings best provides for an action as the first step towards lining up business goals with a customer-focused culture? Directly tie front line staff compensation to improvement of customer metrics Develop a customer-focused strategy at corporate and business-unite level Include a customer-focused metric on executive-level scorecard
- Invest disproportionately in customers representing higher profitability - ANSWER Answer: Design a corporate and business-unit strategy centered on the customer
A company has the greatest chance of actually delivering outstanding CX consistently if it takes a/an _________ approach?
- Holistic
- Targeted
- Accelerated
- Agile - ANSWER Answer: Holistic
Which of the following does the acronym CXO stand for?
- Chief Experience Official
- Customer Experience Officer
- Company Experience Outcomes
- Customer Experience Organization - ANSWER Answer: Customer Experience Officer
A strong brand can enable a firm to command which of the following?
- Product placement
- Employee loyalty
- Price premiums
- Employee satisfaction - ANSWER Answer: Price premiums
Operational service quality is the operation's systematic assessment of how well service is ___________ to the client.
- Conceived
- Believed
- Delivered
- Processed - ANSWER Answer: Delivered
Which of the following is the perception your customers have of their interactions with your company?
- Profitability & sustainability
- Customer experience
- Product servicing
- Marketing - ANSWER Answer: Customer experience
You have been asked to help a business in disarray, trying to implement a VoC strategy. The lead CX strategist worked alone and walked out in the middle of the project on bad terms, and nobody seems to know where anything stands. After gathering all their retrievable documentation, what is the next BEST course of action? a. Inventory known existing surveys and listening posts to try and establish a baseline b. Analyze data and look for existing VoC data patterns c. Call the person who left and see if you can pick their brain about where they were in the process c. Ask frontline staff for help - ANSWER A is the correct answer: inventory known existing surveys and listening posts to try and establish a baseline Remember: To implement any kind of strategy, first, one needs to know where one is starting from so that one could know what has to be improved. It is stated in the question that nobody knows where the CX work stands. You would be required to take stock of the work conducted so far from a CX perspective. Which of the following is NOT TRUE is a. Every touch can influence customer experience
Regression analysis - ANSWER Statistical process that takes a number of predictor variables, X, and interprets with what confidence a change in each will correlate with a change in the dependent variable, Y
Discriminant Analysis - ANSWER statistical analysis that predicts membership in a group or category based on observed values of several continuous variables, X. You could have a number of mutually exclusive categories for soccer player performance during second year tenure at a club such as highest performers, medium performers and weakest performers along with data of how the athletes performed in their first year. This analysis look at new team member stats after their first year and predict which category the player will fall into in their second year.
Which of the following is the best spark to jumpstart VoC efforts? a. Gathering VoE b. Empathy training c. Inventory of surveys and listening posts d. Bring in consulting firm to talk to employees about VoC - ANSWER Correct answer is A: gatherng VoE Principle 10 teaches that, yes, it's possible to jumpstart a VoC effort by using VoE. The voice of the employee is often coupled with VoC efforts but if no VoC data is available, VoE will provide some very useful information to jump start the initiative. None of the other options will start generating insights like this one would.
Which of the following is the WORST way to prioritize CX improvement projects? a. Maintain a top ten list of CX improvement projects b. Prioritize based on importance to the customer and importance to the business c. Prioritize based on asset class d. Prioritize based on lowest rated touchpoints - ANSWER D is the best answer: prioritize based on lowest rated touchpoints A is best practice and should be continuously updated. B is the de facto way of prioritizing and C is also an established way of prioritizing CX improvement. Principle 5 teaches us to be cautious of using touchpoints in isolation within prioritization. This is because of their operational nature and temptation to focus on the business perspective more than the customer.
Which of the following is the WORST technique to learn more about why a customer had a bad experience? a. Ethnographic research b. Open ended survey questions c. One on one interviews with the client d. Analyzing issue description in the ticketing system - ANSWER D is the correct answer: analyzing issue description in the ticketing system The key to this question is asking WHY the customer had a bad experience. A and C are the best techniques to uncover WHY. D is limited to a description field in a ticketing system
Which of the following call center data will BEST help us understand if re-occurrence of an issue is being prevented? a. Ticket re-opened b. Ticket resolved on first contact c. issue type d. resolution time - C - issue type ANSWER C Which of the following is NOT TRUE a. The overall experience matters more to customers than individual touch points b. You should understand customer journey stages before touch points c. Only moments of truth change how a customer feels about an experience d. The greater the perceived value, the more a customer will pay - ANSWER C is correct: Only moments of truth can change how a customer feels about an experience is not true
After running a correlation analysis you see one variable (X) trending up as the other variable (Y) is trending down. Which of the following statements is true about this scenario? a. When X goes up, Y goes down
c. GANTT charting skills D. Story telling skills - ANWER C is correct answer: GANTT charting skills is the least needed GANNT chart skills is nice t have, but it is low down on the list of what is required from a great leader and falls more into management
Which of the following is NOT an attribute of Design Thinking? a. Divergent thinking b. Use of metaphor c. The use of prototyping d. Brand thinking - ANSWER D is correct because brand thinking is not a characteristic of Design Thinking
All of the following are critical elements of the Customer Journey Map EXCEPT: a. Customer persona b. Customer steps c. Emotion graph d. Timeline - ANSWER C is correct because an emotion graph is not a key element of the customer journey map
All of the following are key elements of a customer persona except: a. Expectations b. Years in position c. Key pain points d. Most important tasks - ANSWER B is correct: Years in position is not a key element of a customer persona The personas should focus on expectations, list key paint points as well as the most important tasks they are trying to complete (JTBD).
Which of the following is NOT a type of CX metric? a. Prescriptive b. Descriptive c. Outcome D. Perception - ANSWER A is the correct answer: Prescriptive metric is not a type of CX metric
All of the following are highly likely to involve exposure to new risk, EXCEPT: a. Expanding operational process b. Expanding offerings to new customer segments c. Expanding products to new markets d. Expand sales to reach more customers in existing segments - ANSWER Correct answer is D: expanding sales to reach more customers in existing segments would not involve exposure to new risk Any time you increase or change the way you operate like expanding your customer segments or increasing your product offerings you are likely to be exposed to new risk. Increasing sales to customer segments you are already familiar with is not likely to add any new risk.
Which of the following is NOT a likely benefit of closing the loop with customers? a. Likely increase in share of wallet b. Probably more customers will give feedback in the future c. Probably more customers will recommend the business d. Probably more customers will respond to future surveys - ANSWER Correct answer is A: increase in share of wallet is not likely to happen with close the loop until you act on the feedback and improve the customer experience and perceived value
Which of the following is a metric to capture the percentage of customers with most positive opinions of your business? a. Top box b. Net promotor
a. The CEO should address each business unit leader. b. One-on-one meeting with the leaders to first win the confidence and gain credibility. c. Hire high performing CX team. d. Form a cross-functional CX team which has representation across each business unit. ANSWER B is correct. The first thing that you should do to align silos is to have one-on-one meetings with leaders of the silos to get their trust and credibility. Principle 10 says to take the work and treat it as if it is a political campaign. That is to say, going out and meeting leaders throughout the org is a way of building trust and credibility.
Customer called in to order to go. They're frustrated because now they have to waste so much time waiting in line to pick up their good to go order. Which of the following metrics will BEST capture pain here? a. Ease of placing order b. Customer effort score c. Quality of food d. Bottom box - ANSWER B is the correct answer: Customer effort score Customer effort measures the amount of effort or hassle a customer has in realizing their jobs to be done. If they become irritated by the wait, the number on the customer effort score will be sufficient to flag there is an issue for follow up.
What is the appropriate measure that gives the most frequent response when a survey had responses on a scale of 1 to 5? a. The mode b. The median C. the average d. the mean - ANSWER A is correct: the Mode the measure of the most common response 0 occurs with the most frequency
Which of the following is a way a business can determine customer preference by
having them compare various features against one another? a. conjoint analysis b. regression analysis c. preferential analysis d. quantitative analysis - ANSWER Correct answer is A: conjoint analysis Conjoint analysis is a technique that allows a business to understand customer preferences by having them compare various features against one another
A customer experience team is responsible for all of the following EXCEPT: a. fostering a single company voice across silos b. Managing call center restructuring c. Supporting a CX governance system d. Supporting functional teams with CX training - ANSWER Correct answer is B: managing call center restructuring would not be a responsibility of the CX team The CX team's responsibility is to integrate and support organizational adoption of CX ownership and best practices across the business
What is the best way to create customer perceptions of value in their customer experience? a. alignment of operational touch points with the brand promise b. setting low expectations c. performing detailed analysis of customer jobs to be done d. by shifting funds to execution and letting word of mouth dictate marketing - ANSWER Correct answer is A: aligning operational touch points with the brand promise The best way to ensure customers perceive value during their customers experience is to ensure their expectations match exactly the delivered experience
Which of the following is the best way to motivate employees to focus on the customer? a. have a customer success story at the start of every meeting
b. Strong culture, weak governance c. Weak culture, weak governance d. Week culture, strong governance - ANSWER B is correct - strong culture, weak governance
You are invited to speak to local business owners about customer experience. One CEO asks, "Why should businesses care about this domain?" Which of the following is a better answer? a. Customer experience is about doing the right thing b. Modern business is no longer only about profit c. Customer experience provides a path to a competitive advantage d. Contemporary business only competes on customer satisfaction - ANSWER C is correct: through customer experience lies a way to competitive advantage
The most common design thinking mistakes - ANSWER 1. Not doing empathy
- Trying to use design thinking for all organizational problems
- Blending divergent with convergent thinking
- Not having the right personas in the room
- Knowing too little about the subjects you are working on
- Not identifying the right problem to solve
- Creating workshop fatigue by trying to do too much with little time
- Not including buffer time during the workshop/having timing that is too tight
- Not having the right persons in the company to implement the ideas
- Getting stuck on the first idea or falling in love with a prototype
- Not validating or testing the ideas and prototypes with final users 12 The process is challenged by the leadership.
- Failing prototypes discourage you.
Which of the following is the BEST way to attempt to make certain success with the
implementation of a new CX program? a. Select the perfect set of metrics b. Buy the best analytics software c. Align the organization d. Hire the best CX team - ANSWER C is correct: align the organization The best way to ensure a successful CX implementation is to make sure the organization is coordinated and aligned.
Which of the following is the BEST way to share CX data with employees? a. Share all CX dat whenever it is available b. Share key data at quarterly meetings c. Share key data across the organization, with tailored information for each team d. Share all CX data weekly - ANSWER C is the correct answer: share key data across the organization with tailored information for each team When sharing CX information within an organization, we should refer to Principle 16: relevant information should be made available to everybody. B and D focus on very precise timings that will lead to the creation of gaps in information. A is a good answer but will result in irrelevant information being passed around.
Which of the following is the WORST strategy for improving CX? a. Making sure issues cannot happen again b. Add wow moments to delight customers c. Fix inconsistent experiences d. Reduce pain points across critical touch points ANSWER B is correct - adding wow moments to delight the customer To the would-be customer experience improvers, principle 7 teaches a valuable lesson: its always reliability and never wow moments or an attempt to delight the customer. In other words - negative experiences are more likely to hurt you than positive ones to help you.
Which of the following is the BEST way to engage employees in CX efforts? a. Put a CX strategy plan on the intranet for them to read
All of the following statements are correct except:
- A design culture is nurturing
- Designing & refining is an invitation to be open to fail and fail early
- A design culture encourages failure because failure is considered learning
- designing & refining doesn't let go the process of visit & revisit ideas. ANSWER Answer: Designing & refining is all about invitation for failing early and fail to be fast. Which of the following requires applying design thinking?
- Innovation
- Competition
- Experience
- Employee retainment - ANSWER Answer: Innovation
Which of the following design tools is a useful way to bring a typical customer to life and communicate the value of the target group? Role playing Character profiles Draw the experience Quick-and-dirty prototyping - ANSWER Answer: Character profiles
Which design tool is a valuable way to reveal design opportunities and show how a product might affect user behavior on Draw the experience Character profiles Shadowing
- Bodystorming - ANSWER Answer: Shadowing
Which of the following is the first step in persona building?
- Connect with current customers
- Describe your customers
- Understand customers' decision making process - ANSWER Answer: Describe your customers
Which of the following is a reason to use draw the experience as a design tool?
- To quickly generate and test out many context and behavioral based concepts
- Bring to life communicates value of concepts for various target groups
- It is a useful way to reach users' motivations, concerns, perceptions
- A means to debunk assumptions to reveal how people conceive of experiences - ANSWER Answer: A means to debunk assumptions to reveal how people conceive of experiences
Companies building effective journey master four key capabilities including automation and all except:
- Proactive personalization
- Contextual interaction
- Cost reduction
- Journey innovation - ANSWER Answer: Cost reduction
"Casting a wide net for possible opportunities" is an example of which step of a project journey?
- Synthesizing
- Refining
- Generating ideas
- Implementing - ANSWER Answer: Refining
Which is the most critical aspect in relation to the design of measurement?
- Documentation, research, ideation, prototypes, analysis
