solve this problem or a similar one before? If so, what knowledge can be leveraged from these previous efforts?
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8. Is Digital customer experience required?
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9. How do you manage scope?
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10. What are the compelling stakeholder reasons for embarking on Digital customer experience?
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11. What are the tasks and definitions?
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12. Will team members regularly document their Digital customer experience work?
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13. Are required metrics defined, what are they?
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14. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?
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15. Are stakeholder processes mapped?
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16. What is in the scope and what is not in scope?
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17. What key stakeholder process output measure(s) does Digital customer experience leverage and how?
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18. When is/was the Digital customer experience start date?
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19. Is there a clear Digital customer experience case definition?
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20. What defines best in class?
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21. What are the rough order estimates on cost savings/opportunities that Digital customer experience brings?
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22. What system do you use for gathering Digital customer experience information?
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23. Where can you gather more information?
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24. In what way can you redefine the criteria of choice clients have in your category in your favor?
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25. Scope of sensitive information?
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26. How do you catch Digital customer experience definition inconsistencies?
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27. Are customers identified and high impact areas defined?
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28. Are task requirements clearly defined?
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29. Has a project plan, Gantt chart, or similar been developed/completed?
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30. How was the ‘as is’ process map developed, reviewed, verified and validated?
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31. Has a team charter been developed and communicated?
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32. How can the value of Digital customer experience be defined?
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33. Who is gathering information?
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34. What baselines are required to be defined and managed?
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35. Are customer(s) identified and segmented according to their different needs and requirements?
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36. Has the improvement team collected the ‘voice of the customer’ (obtained feedback – qualitative and quantitative)?
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37. If substitutes have been appointed, have they been briefed on the Digital customer experience goals and received regular communications as to the progress to date?
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38. Are improvement team members fully trained on Digital customer experience?
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39. What is the worst case scenario?
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40. Is there any additional Digital customer experience definition of success?
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41. What specifically is the problem? Where does it occur? When does it occur? What is its extent?
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42. Are the Digital customer experience requirements testable?
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43. How do you build the right business case?
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44. Are approval levels defined for contracts and supplements to contracts?
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45. Are the Digital customer experience requirements complete?
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46. What information should you gather?
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47. What are (control) requirements for Digital customer experience Information?
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48. Has everyone on the team, including the team leaders, been properly trained?
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49. What would be the goal or target for a Digital customer experience’s improvement team?
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50. Is special Digital customer experience user knowledge required?
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51.
