for losses?
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138. Has a high-level ‘as is’ process map been completed, verified and validated?
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139. What constraints exist that might impact the team?
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140. What critical content must be communicated – who, what, when, where, and how?
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141. What is the definition of Digital customer experience excellence?
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142. Have the customer needs been translated into specific, measurable requirements? How?
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Add up total points for this section: _____ = Total points for this section
Divided by: ______ (number of statements answered) = ______ Average score for this section
Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.
CRITERION #3: MEASURE:
INTENT: Gather the correct data. Measure the current performance and evolution of the situation.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. What would it cost to replace your technology?
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2. What do people want to verify?
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3. How will you measure your Digital customer experience effectiveness?
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4. When are costs are incurred?
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5. What causes innovation to fail or succeed in your organization?
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6. What are your operating costs?
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7. What is the total fixed cost?
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8. Do you have an issue in getting priority?
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9. How can you measure Digital customer experience in a systematic way?
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10. Which costs should be taken into account?
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11. How is the value delivered by Digital customer experience being measured?
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12. What tests verify requirements?
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13. Do you have a flow diagram of what happens?
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14. What are your primary costs, revenues, assets?
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15. Who should receive measurement reports?
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16. What are the types and number of measures to use?
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17. How can you reduce costs?
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18. Are there any easy-to-implement alternatives to Digital customer experience? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
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19. What causes investor action?
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20. What are the strategic priorities for this year?
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21. How will costs be allocated?
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22. What are the uncertainties surrounding estimates of impact?
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23. What are the costs of reform?
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24. What do you measure and why?
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25. What are allowable costs?
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26. How do you verify if Digital customer experience is built right?
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27. How can a Digital customer experience test verify your ideas or assumptions?
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28. How are you verifying it?
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29. What is the root cause(s) of the problem?
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30. What is the cost of rework?
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31. How can you reduce the costs of obtaining inputs?
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32. Have design-to-cost goals been established?
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33. Which measures and indicators matter?
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34. Are the Digital customer experience benefits worth its costs?
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35. Is the cost worth the Digital customer experience effort ?
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36. What details are required of the Digital customer
