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Question 52 (1 point) Which of the following is an example of an intersection or touchpoint between the customer and the company? Question 52 options: 1) Store associate greeting 2) All these answers 3) Phone call to the help desk 4) Entry space of a retail store

Question 53 (1 point) The most effective customer experience design works______________. Question 53 options: 1) From the outside in (i.e., from the customer's perspective) 2) From the top down (i.e., from the C-suite to the customer-facing employees) 3) From the inside out (i.e., from an engineering perspective) 4) From the bottom up to the middle (i.e., from the customer-facing employees to the C-suite)

Question 54 (1 point) Nikes launch of the hijab highlights the following principle of CX Design: Question 54 options: 1) Empathy 2) Functional utility, emotional connection, and ease of use 3) Religious affiliation 4) Understand, Observe, Define, Ideate, Design, Prototype and Test

Question 55 (1 point) In the typical journey mapping process, among the following steps, which is the the second step? Question 55 options: 1) identify a problem area through existing data 2) create a persona and their journeys 3) analyse customer pain points for root causes 4) learn about customers through qualitative research

Question 56 (1 point) Which of the following characteristics may define a successful CCO (Chief Customer Officer)? Question 56 options: 1) Powerful Communication Skills 2) Wide respect throughout the organization. 3) All of these answers 4) Wide experience in organizational functions.

Question 57 (1 point) Which are not used in physical journey mapping? Question 57 options: 1) Markers 2) Dots 3) Rulers 4) Sticky notes

Question 58 (1 point) Voice of the Customer helps a business by Question 58 options: 1) all of these answers 2) identifying at-risk customers 3) amplifying the voice of loyal customers 4) ensuring the businesss products and services stay ahead of the curve

Question 59 (1 point) If a company wants to hire employees to deliver an outstanding customer experience, they should focus on attracting: Question 59 options: 1) Individuals who demonstrate the character and competencies to deliver the customer experience in alignment with the company's vision. 2) People with extensive experience in the industry 3) Graduates of top schools who are all-around high achievers 4) Former customers who express a strong desire to work for the company Question 60 (1 point) All the following statements are most aligned with branding in the Customer Experience Age EXCEPT: Question 60 options: Although we buy only the best, we ensure that we have what you want by constantly checking with you. We provide coffee convenient for your needs and is served in an environment you want to experience. The quality of our coffee is better than our competitors. The design of our locations is comfortable and set up so you can meet with friends.

Question 61 (1 point) Which of these are including in the Digital CX Priorities Question 61 options: 1) Navigation Optimization, Graphical Consistency, Site responsiveness 2) Empathy, Define, ideate, Prototype, test. 3) Reachability, Service Convenience, Personalization, Channel Flexibility Question 62 (1 point) The Scope of the "CXD Strategy" Discipline is for the organization to: Question 62 options: 1) Communicate and Govern 2) Understand 3) Innovate and Improve 4) Align 5) Measure Question 63 (1 point) Which of the following best defines a human-centered design process? Question 63 options: 1) A problem-solving process related to customer experience of companies. 2) A problem-solving process involving future, current, and past customers. 3) A problem-solving process that incorporates the needs of customers, employees and business stakeholders. 4) A problem-solving process addressing the needs of the customers of an organization.

Question 64 (1 point) A careful assessment of customer needs and wants not only prepares companies to deliver exemplary experiences, but it also helps companies do which of the following? Question 64 options: 1) All these answers 2) Understand business objectives 3) Innovate new products and services 4) Understand how customers fit with brand values Question 65 (1 point) Which of the following two brands were used as examples of Purpose Brands? Question 65 options: 1) American Airlines, Rogers 2) Nintendo, Juicero 3) Rogers, Disney 4) Juicero, American Airlines 5) Disney, Nintendo Question 66 (1 point) Design thinking is a deeply human-centered approach of using intuition and the interpretation of observations to best develop which of the following? Question 66 options: 1) Ideas that are emotionally meaningful and connected to those you are designing for 2) Ideas that can be narrowed down that will appeal to a wide range of customers. 3) Ideas that can be used immediately and connected to your customers 4) Ideas that can be translated into emotions and

Question 67 (1 point) Disney creation of the Magic Band primarily came about because Question 67 options: 1) they understood why attendance at their theme parks were declining. 2) they learnt that Cinderella and Mickey Mouse were losing their magical touch. 3) they were facing increasing competition from Universal Studios 4) they wanted to visitors to spend more money on experiences. Question 68 (1 point) The process of prototyping, ideating, and testing is repeated early in the process because of which of the following? Question 68 options: 1) It's less expensive 2) Leads to more success 3) It's faster 4) All of these answers Question 69 (1 point) Co-creation: Question 69 options: 1) is an active process based on collaboration between the manufacturer and the user (customer). 2) requires a lower level of engagement and involvement from the organization and customer. 3) builds active and collaborative community engagement around specific challenges and issues. 4) sets a challenge for the public and asks for opinions, insights and suggestions.

Question 70 (1 point) Which of the following is the BEST advice for someone new to Customer Journey Touchpoint Mapping? Question 70 options: 1) Start with the moment of truth. 2) Map the customer's perspective only. 3) Map the business perspective only. 4) Start with broader phases then move to Customer Touchpoint. Question 71 (1 point) Which of the following is a trait that can be taught to employees? Question 71 options: 1) Ethics in company policies 2) Listening to customers needs 3) Drive to promote sales 4) Curiosity in company brand Question 72 (1 point) Starbucks bringing ideas to life was a result of Question 72 options: 1) open innovation 2) co-creation 3) human centred design 4) crowd sourcing