20-Question CCXP Exam Sample
Your CCXP Study Plan
See what you need to study for the CCXP exam!
(1 question from each of our 20 CCXP Power Guides.)
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Although everyone was enthusiastic about their agreed-upon next steps after the CX journey workshop, nothing has happened in 2 months.
To achieve ROI on the workshop, which approach would be BEST?
Hint: Which one would revive the next steps?
See the ClearAction power guide: Governance.
See the ClearAction power guide: Governance.
Copyright ClearAction Continuum. Not for sharing.
Calculate [gains – costs] ÷ costs
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Add RecommendationAdd TagsView All Assigned TagsRACI
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Add RecommendationAdd TagsView All Assigned TagsPDCA
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Add RecommendationAdd TagsView All Assigned TagsADKAR
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Britt discovers that 2 business units have very different levels of employee engagement. One had a large budget for prizes, overtime, pizza parties, ping pong, etc.
The other one gained even higher engagement through team-building, community service, empowerment, and leaders interacting with employees. These ____ rewards have stronger results.
Hint: Which one is about personal values?
See the ClearAction power guide: Aligned Engagement.
See the ClearAction power guide: Aligned Engagement.
Copyright ClearAction Continuum. Not for sharing.
Real-time
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Add RecommendationAdd TagsView All Assigned TagsIntrinsic
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Add RecommendationAdd TagsView All Assigned TagsExtrinsic
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Add RecommendationAdd TagsView All Assigned TagsInherent
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Bernie said: “We need to make sure this design is not tainted by our assumptions.”
So, your design research needs to include: _______.
Hint: Which choice tests Known Unknowns?
See the ClearAction power guide: Qualitative Research.
See the ClearAction power guide: Qualitative Research.
Copyright ClearAction Continuum. Not for sharing.
Inductive techniques
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Add RecommendationAdd TagsView All Assigned TagsEthnography
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Add RecommendationAdd TagsView All Assigned TagsProjective techniques
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Add RecommendationAdd TagsView All Assigned TagsSERVQUAL
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One of the engineers asked Val what's the difference between journey management and journey mapping.
Val should say, "Journey management is _______".
Hint: Which one is about managing?
See the ClearAction power guide: Maps & Personas.
See the ClearAction power guide: Maps & Personas.
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Ongoing deployment of journey as designed
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Add RecommendationAdd TagsView All Assigned TagsAutomated engagements personalized to a customer
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Add RecommendationAdd TagsView All Assigned TagsVersion control of your suite of journey maps
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Add RecommendationAdd TagsView All Assigned TagsUse of big data and predictive analytics to guide a customer toward a goal
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As you travel home from a customer experience conference, your team is enthusiastic about defining customer experience strategy.
Which suggestion is best?
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
Integrated CX technology stack led by VP-CX and empowered by the CEO
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Add RecommendationAdd TagsView All Assigned TagsHuman-centered design of solutions, processes, and policies
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Add RecommendationAdd TagsView All Assigned TagsC-Suite's shared vision for customer-centered management maximizing value
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Add RecommendationAdd TagsView All Assigned TagsIntegrated Sales, Success, and Support for end-to-end touchpoint management
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What type of presentation includes these sections?
Purpose, ROI, Plan, Risks, Actions.
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
Mitigation plan
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Add RecommendationAdd TagsView All Assigned TagsBusiness case
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Add RecommendationAdd TagsView All Assigned TagsStrategic plan
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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When stakeholders are faced with adopting a change, your first priority is to ____.
Hint: What happens with a pebble in a shoe?
See the ClearAction power guide: Influencing.
See the ClearAction power guide: Influencing.
Copyright ClearAction Continuum. Not for sharing.
Build a shared vision
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Add RecommendationAdd TagsView All Assigned TagsReduce unattractive aspects of the change
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Add RecommendationAdd TagsView All Assigned TagsLeverage early adopters
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Add RecommendationAdd TagsView All Assigned TagsIncrease attractiveness of the change
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Add RecommendationAdd TagsView All Assigned TagsNext
When a friend says "it's impossible for a CX manager to increase customer-centricity", you say:
Hint: What is the definition of customer-centric culture?
See the ClearAction power guide: Aligned Leadershp.
See the ClearAction power guide: Aligned Leadershp.
Copyright ClearAction Continuum. Not for sharing.
Yes, culture can never be changed
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Add RecommendationAdd TagsView All Assigned TagsYou're right. Only Human Resources can adjust our culture.
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger any time I influence customer-first thinking and doing
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger by digitalizing customer experience
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"Stratified" in VoC means ____.
Hint: How can you maximize truth about each type of customer?
See the ClearAction power guide: Experience Voice.
Copyright ClearAction Continuum. Not for sharing.
Each customer response adds a new layer of richness to our customer understanding.
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Add RecommendationAdd TagsView All Assigned TagsOrganized invitation frequency, such as 1/12th of customers each month of the year.
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Add RecommendationAdd TagsView All Assigned TagsPrioritizing who has the most important voice in data collection and reporting.
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Add RecommendationAdd TagsView All Assigned TagsHomogeneous groups are treated separately for sample size identification and invitations.
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A new technology will cost $500,000 and it is expected to increase sales by $750,000.
What is the ROI?
What is the ROI?
Hint: Use the ROI equation.
See the ClearAction power guide: ROI.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: ROI.
Copyright ClearAction Continuum. Not for sharing.
150%
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Add RecommendationAdd TagsView All Assigned Tags75%
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Add RecommendationAdd TagsView All Assigned Tags50%
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Add RecommendationAdd TagsView All Assigned TagsNone of these is correct
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When your CFO asks whether your CX design has been verified, this means ____.
Hint: Which one represents truth? (French for Truth = vérité)
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
Outputs match inputs (design meets specs)
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Add RecommendationAdd TagsView All Assigned TagsGross margin forecast was tested
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Add RecommendationAdd TagsView All Assigned TagsDesign milestones have signatures
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Add RecommendationAdd TagsView All Assigned TagsThe solution addresses the problem
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Kris feels that sufficient VoC is collected, and what’s missing is making good use of it.
Experimenting with customer intelligence methods, Kris is discovering exciting insights by using statistics to classify data into homogeneous groups.
This is known as ____.
Hint: Which one identifies “birds of a feather” groups?
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
Discriminant analysis
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Add RecommendationAdd TagsView All Assigned TagsCluster analysis
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Add RecommendationAdd TagsView All Assigned TagsFactor analysis
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Add RecommendationAdd TagsView All Assigned TagsANOVA
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Your survey's p-value means ____.
Hint: Which one relies on a homogeneous sample?
See the ClearAction power guide: Market Truth.
See the ClearAction power guide: Market Truth.
Copyright ClearAction Continuum. Not for sharing.
Confidence interval
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Add RecommendationAdd TagsView All Assigned TagsConfidence, or statistical significance
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Add RecommendationAdd TagsView All Assigned TagsValidity
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Add RecommendationAdd TagsView All Assigned TagsRepeatability
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Seeing a notice on the restaurant receipt encouraging participation in their customer survey, Charlie complained: "What's the point? Nobody pays attention to this stuff, from what I've experienced."
Charlie is pointing out that a large percentage of VoC is ______.
Hint: Which one matches Charlie's complaint?
See the ClearAction power guide: Managing Insights.
See the ClearAction power guide: Managing Insights.
Copyright ClearAction Continuum. Not for sharing.
Statistically insignificant
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Add RecommendationAdd TagsView All Assigned TagsUnstructured data
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Add RecommendationAdd TagsView All Assigned TagsAn open loop system
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Add RecommendationAdd TagsView All Assigned TagsUnbiased in customer-centricity
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Eli is valued as a wizard at his job, but his habits are out-of-sync with fellow team members and corporate values.
As the new department leader where Eli reports to you, what is your WORST path forward?
Hint: What's the worst outcome for everyone?
See the ClearAction power guide: Accountability.
See the ClearAction power guide: Accountability.
Copyright ClearAction Continuum. Not for sharing.
Develop Eli
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Add RecommendationAdd TagsView All Assigned TagsDo nothing
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Add RecommendationAdd TagsView All Assigned TagsFire Eli
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Add RecommendationAdd TagsView All Assigned TagsTransfer Eli
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When a college intern asks you what's the difference between Service Recovery and Service Design, you say ____.
Hint: Which one is reactive management or proactive management?
See the ClearAction power guide: Quality & Recovery.
See the ClearAction power guide: Quality & Recovery.
Copyright ClearAction Continuum. Not for sharing.
Service Recovery is how you'll respond to inquiries
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Add RecommendationAdd TagsView All Assigned TagsService Recovery is regaining churned customers
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Add RecommendationAdd TagsView All Assigned TagsService Design is CX technology integration
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Add RecommendationAdd TagsView All Assigned TagsThere is no difference -- it's all about First Contact Resolution
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As VoC Manager, Marty sees a new way to work with the Strategic Planning team which uses a 5 Cs model when they start any project:
Company, Customers, Competitors, Collaborators, and Climate. It's called ____.
Hint: How do these 5 Cs guide a strategic plan?
See the ClearAction power guide: Strategic Analysis.
See the ClearAction power guide: Strategic Analysis.
Copyright ClearAction Continuum. Not for sharing.
Situation analysis
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Add RecommendationAdd TagsView All Assigned TagsPorter's 5 forces
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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Add RecommendationAdd TagsView All Assigned TagsBalanced scorecard
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What is the proper sequence of experience design phases?
Hint: Think about the logical way to build from one phase to another.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
Interpretation, ideation, discovery, evolution, experimentation
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, ideation, interpretation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsExperimentation, ideation, discovery, interpretation, evolution
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, interpretation, ideation, experimentation, evolution
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The first 6 months for Dylan’s team was challenging, but the past 6 months have been wonderful.
If Dylan wants to keep the team performing at this high level permanently, what is the key?
Hint: Which one minimizes risk?
See the ClearAction power guide: Projects & Processes.
See the ClearAction power guide: Projects & Processes.
Copyright ClearAction Continuum. Not for sharing.
Promote within
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Add RecommendationAdd TagsView All Assigned TagsIncrease perks
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Add RecommendationAdd TagsView All Assigned TagsIncrease pay
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Add RecommendationAdd TagsView All Assigned TagsAddress changes directly
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Robbie notices that a VoC report points out "CX factors" as rating questions about steps in the customer journey.
Hint: Why is a diagonal pattern meaningful for correlation?
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
Customers rating the loyalty index mediocre rated a CX factor mediocre
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index low rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor high
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Add RecommendationAdd TagsView All Assigned TagsNext
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Each of the 5 CCXP Modules has 4 Power Guides, 15 minutes each
Metrics Module
Return on Investment
Market Truths
Analytics
Bonuses
Insights Module
Qualitative Research
Experience Voice
Managing Insights
Maps & Personas
Design Module
Design & Innovation
Design Tools
Quality & Recovery
Projects & Processes
Culture Module
Aligned Leadership
Aligned Engagement
Influencing
Accountability
Strategy Module
Strategic Analysis
Strategic Planning
Experience Strategy
Governance
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20-Question CCXP Exam Sample
See what you need to study for the CCXP exam!
(1 question from each of our 20 CCXP Power Guides.)
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Britt discovers that 2 business units have very different levels of employee engagement. One had a large budget for prizes, overtime, pizza parties, ping pong, etc.
The other one gained even higher engagement through team-building, community service, empowerment, and leaders interacting with employees. These ____ rewards have stronger results.
Hint: Which one is about personal values?
See the ClearAction power guide: Aligned Engagement.
See the ClearAction power guide: Aligned Engagement.
Copyright ClearAction Continuum. Not for sharing.
Intrinsic
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Add RecommendationAdd TagsView All Assigned TagsExtrinsic
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Add RecommendationAdd TagsView All Assigned TagsInherent
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Add RecommendationAdd TagsView All Assigned TagsReal-time
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Add RecommendationAdd TagsView All Assigned TagsNext
When stakeholders are faced with adopting a change, your first priority is to ____.
Hint: What happens with a pebble in a shoe?
See the ClearAction power guide: Influencing.
See the ClearAction power guide: Influencing.
Copyright ClearAction Continuum. Not for sharing.
Reduce unattractive aspects of the change
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Add RecommendationAdd TagsView All Assigned TagsBuild a shared vision
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Add RecommendationAdd TagsView All Assigned TagsIncrease attractiveness of the change
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Add RecommendationAdd TagsView All Assigned TagsLeverage early adopters
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Add RecommendationAdd TagsView All Assigned TagsNext
When your CFO asks whether your CX design has been verified, this means ____.
Hint: Which one represents truth? (French for Truth = vérité)
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design Tools.
Copyright ClearAction Continuum. Not for sharing.
Design milestones have signatures
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Add RecommendationAdd TagsView All Assigned TagsGross margin forecast was tested
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Add RecommendationAdd TagsView All Assigned TagsOutputs match inputs (design meets specs)
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Add RecommendationAdd TagsView All Assigned TagsThe solution addresses the problem
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Add RecommendationAdd TagsView All Assigned TagsNext
As you travel home from a customer experience conference, your team is enthusiastic about defining customer experience strategy.
Which suggestion is best?
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
C-Suite's shared vision for customer-centered management maximizing value
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Add RecommendationAdd TagsView All Assigned TagsHuman-centered design of solutions, processes, and policies
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Add RecommendationAdd TagsView All Assigned TagsIntegrated CX technology stack led by VP-CX and empowered by the CEO
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Add RecommendationAdd TagsView All Assigned TagsIntegrated Sales, Success, and Support for end-to-end touchpoint management
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Add RecommendationAdd TagsView All Assigned TagsNext
What type of presentation includes these sections?
Purpose, ROI, Plan, Risks, Actions.
Hint: What do these categories communicate?
See the ClearAction power guide: Strategic Planning.
See the ClearAction power guide: Strategic Planning.
Copyright ClearAction Continuum. Not for sharing.
Lean canvas
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Add RecommendationAdd TagsView All Assigned TagsStrategic plan
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Add RecommendationAdd TagsView All Assigned TagsMitigation plan
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Add RecommendationAdd TagsView All Assigned TagsBusiness case
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Seeing a notice on the restaurant receipt encouraging participation in their customer survey, Charlie complained: "What's the point? Nobody pays attention to this stuff, from what I've experienced."
Charlie is pointing out that a large percentage of VoC is ______.
Hint: Which one matches Charlie's complaint?
See the ClearAction power guide: Managing Insights.
See the ClearAction power guide: Managing Insights.
Copyright ClearAction Continuum. Not for sharing.
An open loop system
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Add RecommendationAdd TagsView All Assigned TagsStatistically insignificant
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Add RecommendationAdd TagsView All Assigned TagsUnbiased in customer-centricity
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Add RecommendationAdd TagsView All Assigned TagsUnstructured data
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Bernie said: “We need to make sure this design is not tainted by our assumptions.”
So, your design research needs to include: _______.
Hint: Which choice tests Known Unknowns?
See the ClearAction power guide: Qualitative Research.
See the ClearAction power guide: Qualitative Research.
Copyright ClearAction Continuum. Not for sharing.
Projective techniques
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Add RecommendationAdd TagsView All Assigned TagsSERVQUAL
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Add RecommendationAdd TagsView All Assigned TagsEthnography
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Add RecommendationAdd TagsView All Assigned TagsInductive techniques
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When a college intern asks you what's the difference between Service Recovery and Service Design, you say ____.
Hint: Which one is reactive management or proactive management?
See the ClearAction power guide: Quality & Recovery.
See the ClearAction power guide: Quality & Recovery.
Copyright ClearAction Continuum. Not for sharing.
Service Recovery is how you'll respond to inquiries
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Add RecommendationAdd TagsView All Assigned TagsThere is no difference -- it's all about First Contact Resolution
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Add RecommendationAdd TagsView All Assigned TagsService Design is CX technology integration
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Add RecommendationAdd TagsView All Assigned TagsService Recovery is regaining churned customers
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Add RecommendationAdd TagsView All Assigned TagsNext
When a friend says "it's impossible for a CX manager to increase customer-centricity", you say:
Hint: What is the definition of customer-centric culture?
See the ClearAction power guide: Aligned Leadershp.
See the ClearAction power guide: Aligned Leadershp.
Copyright ClearAction Continuum. Not for sharing.
You're right. Only Human Resources can adjust our culture.
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger any time I influence customer-first thinking and doing
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Add RecommendationAdd TagsView All Assigned TagsCustomer-centricity is stronger by digitalizing customer experience
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Add RecommendationAdd TagsView All Assigned TagsYes, culture can never be changed
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What is the proper sequence of experience design phases?
Hint: Think about the logical way to build from one phase to another.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Design & Innovation.
Copyright ClearAction Continuum. Not for sharing.
Interpretation, ideation, discovery, evolution, experimentation
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, interpretation, ideation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsDiscovery, ideation, interpretation, experimentation, evolution
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Add RecommendationAdd TagsView All Assigned TagsExperimentation, ideation, discovery, interpretation, evolution
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"Stratified" in VoC means ____.
Hint: How can you maximize truth about each type of customer?
See the ClearAction power guide: Experience Voice.
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Homogeneous groups are treated separately for sample size identification and invitations.
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Add RecommendationAdd TagsView All Assigned TagsPrioritizing who has the most important voice in data collection and reporting.
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Add RecommendationAdd TagsView All Assigned TagsEach customer response adds a new layer of richness to our customer understanding.
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Add RecommendationAdd TagsView All Assigned TagsOrganized invitation frequency, such as 1/12th of customers each month of the year.
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One of the engineers asked Val what's the difference between journey management and journey mapping.
Val should say, "Journey management is _______".
Hint: Which one is about managing?
See the ClearAction power guide: Maps & Personas.
See the ClearAction power guide: Maps & Personas.
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Automated engagements personalized to a customer
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Add RecommendationAdd TagsView All Assigned TagsUse of big data and predictive analytics to guide a customer toward a goal
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Add RecommendationAdd TagsView All Assigned TagsOngoing deployment of journey as designed
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Add RecommendationAdd TagsView All Assigned TagsVersion control of your suite of journey maps
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Your survey's p-value means ____.
Hint: Which one relies on a homogeneous sample?
See the ClearAction power guide: Market Truth.
See the ClearAction power guide: Market Truth.
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Confidence interval
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Add RecommendationAdd TagsView All Assigned TagsConfidence, or statistical significance
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Add RecommendationAdd TagsView All Assigned TagsValidity
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Add RecommendationAdd TagsView All Assigned TagsRepeatability
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Although everyone was enthusiastic about their agreed-upon next steps after the CX journey workshop, nothing has happened in 2 months.
To achieve ROI on the workshop, which approach would be BEST?
Hint: Which one would revive the next steps?
See the ClearAction power guide: Governance.
See the ClearAction power guide: Governance.
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Calculate [gains – costs] ÷ costs
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Add RecommendationAdd TagsView All Assigned TagsPDCA
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Add RecommendationAdd TagsView All Assigned TagsADKAR
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Add RecommendationAdd TagsView All Assigned TagsRACI
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As VoC Manager, Marty sees a new way to work with the Strategic Planning team which uses a 5 Cs model when they start any project:
Company, Customers, Competitors, Collaborators, and Climate. It's called ____.
Hint: How do these 5 Cs guide a strategic plan?
See the ClearAction power guide: Strategic Analysis.
See the ClearAction power guide: Strategic Analysis.
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Porter's 5 forces
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Add RecommendationAdd TagsView All Assigned TagsSituation analysis
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Add RecommendationAdd TagsView All Assigned TagsBalanced scorecard
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Add RecommendationAdd TagsView All Assigned TagsLean canvas
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The first 6 months for Dylan’s team was challenging, but the past 6 months have been wonderful.
If Dylan wants to keep the team performing at this high level permanently, what is the key?
Hint: Which one minimizes risk?
See the ClearAction power guide: Projects & Processes.
See the ClearAction power guide: Projects & Processes.
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Increase perks
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Add RecommendationAdd TagsView All Assigned TagsAddress changes directly
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Add RecommendationAdd TagsView All Assigned TagsIncrease pay
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Add RecommendationAdd TagsView All Assigned TagsPromote within
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Robbie notices that a VoC report points out "CX factors" as rating questions about steps in the customer journey.
Hint: Why is a diagonal pattern meaningful for correlation?
See the ClearAction power guide: Bonuses.
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See the ClearAction power guide: Bonuses.
Copyright ClearAction Continuum. Not for sharing.
Customers rating the loyalty index high rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index low rated a CX factor low
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index mediocre rated a CX factor mediocre
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Add RecommendationAdd TagsView All Assigned TagsCustomers rating the loyalty index high rated a CX factor high
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A new technology will cost $500,000 and it is expected to increase sales by $750,000.
What is the ROI?
What is the ROI?
Hint: Use the ROI equation.
See the ClearAction power guide: ROI.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: ROI.
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150%
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Add RecommendationAdd TagsView All Assigned TagsNone of these is correct
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Add RecommendationAdd TagsView All Assigned Tags50%
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Add RecommendationAdd TagsView All Assigned Tags75%
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Eli is valued as a wizard at his job, but his habits are out-of-sync with fellow team members and corporate values.
As the new department leader where Eli reports to you, what is your WORST path forward?
Hint: What's the worst outcome for everyone?
See the ClearAction power guide: Accountability.
See the ClearAction power guide: Accountability.
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Develop Eli
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Add RecommendationAdd TagsView All Assigned TagsTransfer Eli
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Add RecommendationAdd TagsView All Assigned TagsFire Eli
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Add RecommendationAdd TagsView All Assigned TagsDo nothing
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Kris feels that sufficient VoC is collected, and what’s missing is making good use of it.
Experimenting with customer intelligence methods, Kris is discovering exciting insights by using statistics to classify data into homogeneous groups.
This is known as ____.
Hint: Which one identifies “birds of a feather” groups?
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
See the ClearAction power guide: Analytics.
Copyright ClearAction Continuum. Not for sharing.
Cluster analysis
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Add RecommendationAdd TagsView All Assigned TagsDiscriminant analysis
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Add RecommendationAdd TagsView All Assigned TagsANOVA
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Add RecommendationAdd TagsView All Assigned TagsFactor analysis
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Power Guides are 15-minute video lesson subtopics loaded with pro tips and a quiz for the CCXP’s 5 competencies:
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