CCXP Exam Questions And Answers With Real Solutions
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Course
CCXP
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CCXP
CCXP Exam Questions And Answers With Real Solutions
Triple Constraint of Project Management ANS Scope, Time, Cost
SIPOC ANS Suppliers, Inputs, Process, Outputs and Customers - typically used to map out the processes, linkages and impact that flow from Supplier through to Customer as part of a...
CCXP Exam Questions And Answers With Real
Solutions
Triple Constraint of Project Management ANS Scope, Time, Cost
SIPOC ANS Suppliers, Inputs, Process, Outputs and Customers - typically used to map out the
processes, linkages and impact that flow from Supplier through to Customer as part of a process
improvement initiative. Value Stream Mapping is a lean-management method for analyzing the
current state and designing a future state based on value added and non-value added activities.
Which is the following BEST describes the ultimate deliverable of Design Thinking? ANS
Creativity
CX Data Mining ANS
Local Sub-optimization ANS Common phenomenon where performance in one part of the
organization is improved at the expense of performance in another part of the organization
Competing Values Framework ANS helps diagnose culture
The Three Hump Camel ANS refers to the competing agendas of silos turning something simple
into something much more complicated.
Gold-Plating ANS refers to continuing to work on a project or task well past the point where the
extra effort is worth the value it adds (if any).
Steps in Kotter's Change Model ANS Urgency, formation of a powerful coalition, vision for
change with communication, removal of obstacles, short-term wins, and anchoring of the change in
the corporate culture
You are consulting for a local hospital. Their customer satisfaction scores are reasonably good but
they want to find new ways to approach the experience that will elevate them beyond anything else
, their competitors are doing. Based on this information alone, what is the BEST initiative you could
recommend? ANS A CX Design initiative
What are the six core benefits of a well-designed CX vision? ANS 1. Enables organizational
team structure and alignment to effectively deliver consistently positive experiences
2. Provides purpose, direction, and organizational commitment to clear, shared goals
3. Secures organizational leadership commitment and resources and ensures that priorities are aligned
across functions or departments
4. Defines the company engagement model by identifying priority clients, communication vehicles,
and other aspects that require potentially differentiated experiences
5. Identifies guardrails and limits to keep teams focused on experiences that truly deliver value to
customers
6. Provides a general understanding of how mature the CX discipline is in its usefulness and
reliability across the organization as well as its ability to continuously improve
What are the 4 key components of CX vision & leadership? ANS 1. Needs are the primary reason
for being. What do customers desire from your product, service, or organization?
2. Want is the core job-to-be-done or the achievement that customers desire from the company. What
underlying purpose is the customer trying to achieve?
3. Expectations play a significant role in decision-making. What preconceived notions do customers
have about the experiences they are considering using from your company?
4. Emotions and the company response to them make or break the customer experience. How do
customers feel when interacting with the company about the task at hand or the desired outcome?
What are the six key steps CX leaders need to take to improve customer experiences? ANS 1.
Identify CX maturity level.
o These range from laggards to followers to leaders and determine the strategy with the readiness of
the organization to accept it.
2. Co-create CX vision with C-Suite partnership and alignment.
o Cohesion is mandatory to reach the goals of the organization with a complementary vision.
3. Create a CX strategy or program roadmap.
o Align your organization around CX strategy that reflects the organization's strategy to enable
growth and unity.
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