1
I have deep knowledge about the concept of CX, I have already implemented strategies to increase client´s satisfaction and I have participated in projects to implement automation tools for customer relationships.
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2
The company's executives know the practice of CX and they understand that it can be a competitive differential. They have this subject on their agenda and have goals related to it.
0%
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3
Our processes were structured with the customer's journey in mind and all areas have the authority to anticipate any customer demand that is outside of the process.
0%
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4
All the company's actions are guided by the information we have from customers, from campaigns and communication, leading to a personalized relationship with the customer.
0%
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1
We have clearly defined the purpose of the CX initiative and we know the main contact points with the clients.
0%
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2
Our purpose is documented and well disseminated to all of the people that have contact with our customers.
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3
The CX objectives and initiatives have been deployed to the operational level and we have defined metrics to know the progress of results and their returns.
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4
We make extensive use of customer suggestions to improve our products, services and market positioning.
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1
Our executives clearly demonstrate an interest in the practice of CX and widely believe that it is a competitive differentiator.
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2
The company's top management communicates that the CX practice is the company's highest priority project.
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3
Executives have a clear vision of the customer journey and take decisions based on information gathered from customers.
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4
In priority projects, the top management actively participates in the day-to-day, monitoring and quickly deciding the course of the project when there are obstacles and barriers to be taken down.
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1
Departments have well-defined processes that go beyond their areas, focusing on the customer journey;
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2
There are no barriers between departments and everyone is concerned about serving the customer well;
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3
Each department has the autonomy to improve processes thinking about serving the customer well;
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4
All company processes were designed from the customer's point of view and cross borders between departments.
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1
We have all customer data centralized in a single base, with easy access for creating new indicators and decision-making. It is the only source of truth about customers.
0%
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2
Our customers are segmented by profile and we have a personalized service for each defined segment. These segments are reviewed from time to time and institutionalized within the company.
0%
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3
Managers' decisions are made based on indicators and metrics with maximum confidence in the information presented.
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4
Customer information is constantly updated with processes and automations to maintain the quality of information.
0%
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1
The Technology area supports the business areas in choosing tools, taking into account their business needs and requirements.
0%
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2
All marketing, sales and service processes are defined and automated using existing tools
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3
Our current system is easy to use for salespeople, managers and attendants.
0%
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4
The criteria for choosing tools take into account primarily, the business requirements to ensure the practice of CX within the company.
0%
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1
Any change in the company is widely communicated and monitored from the point of view of who is being impacted, showing what is changing, the reasons for the changes and how to do it.
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2
There is an established method led by the HR and Marketing areas to monitor the effectiveness of changes, as well as a concern for their perpetuation.
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3
Most people have knowledge and experience in Change Management techniques and clearly understand how their roles affect the company's CX practice.
0%
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4
Metrics and targets are amended based on changes whenever necessary to conform to the new direction.
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1
All improvement initiatives and projects have an established and publicized management method.
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2
Projects have a defined budget, deadline and a person responsible for it, as well as metrics for the success of their delivery.
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3
Knowledge of agile project management is already part of the company's culture and is well disseminated throughout all areas.
0%
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4
We are assertive with our deadlines, budgets and project results for the practice of CX. We hold learning ceremonies and build a knowledge base to avoid the same mistakes in the future.
0%
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