Commentary`.Annot`Topic`Q`QF`.ResultType`View`.Findings`Section`.All~```4.12 Routing of interactions to automated and agent-assisted service channels``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$4.12 Please describe the split of inbound contacts you receive:$$SEOF$$4.12 Routing of interactions to automated and agent-assisted service channels$$A$$Dashboard-NumCol$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~```4.14 b) IVR call statistics (Outcome)``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$4.14b What are your IVR call statistics for the following categories?$$SEOF$$4.14 b) IVR call statistics (Outcome)$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~```1.1 Describe your brand's market positioning?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$1.1 How would you describe your company's positioning in the marketplace?$$SEOF$$1.1 Describe your brand's market positioning?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~```6.10 Workforce management targets``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KS9e5B8sOQ7CZrGPgLQ2zLMmptJjwvP3k1vcgZQupSjioF2010TxeuolGo9L2VL]]]]$$Q$$6.10 What targets are in place to measure the effectiveness of the WFM team?$$SEOF$$6.10 Workforce management targets$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$CX==1$$]`7.12 Where's your CX technology located?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$7.12 Where's your CX technology located?$$SEOF$$7.12 Where's your CX technology located?$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$CX==1$$]`7.8 Who provides the IT helpdesk support?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$7.8 Who provides the IT helpdesk support for your CX operations?$$SEOF$$7.8 Who provides the IT helpdesk support?$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$CX==1$$]`2.4 Who holds overall responsibility for CX?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$2.4 Who holds overall responsibility for CX within your organisation?$$SEOF$$2.4 Who holds overall responsibility for CX?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$CX==1$$]`2.3 How would you rate your CX capability?``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$2.3 On a rating of 1-10, how would you rate your organisation's CX capability?$$SEOF$$2.3 How would you rate your CX capability?$$A$$Dashboard-OrdC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$CX==1$$]`7.3 Is CX technology part of the enterprise level architecture?``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$7.3 Is your CX technology part of your organisation's enterprise architecture?$$SEOF$$7.3 Is CX technology part of the enterprise level architecture?$$A$$DashboardSort$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$CX==1$$]`2.1 Is CX viewed as a competitive differentiator?``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$2.1 Does your organisation view customer experience (CX) as a competitive differentiator?$$SEOF$$2.1 Is CX viewed as a competitive differentiator?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$CX==1$$]`7.7 Involvement of Ops Team in technology decisions``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$7.7 How involved is the customer operations team in the technology decision making process?$$SEOF$$7.7 Involvement of Ops Team in technology decisions$$A$$DashboardC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$CX==1$$]`2.10 How would customers rate your CX capability?``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$2.10 On a rating of 1-10, how do you believe your customers would rate your organisation's CX capability (against expected levels)?$$SEOF$$2.10 How would customers rate your CX capability?$$A$$Dashboard-OrdC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Agent==1$$]`6.2 Permanent versus temporary employment contracts``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$6.2 What percentage of agents are employed on:$$SEOF$$6.2 Permanent versus temporary employment contracts$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1$$]`6.13 Attrition rates by role``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$6.13 What is your annual attrition rate for the following roles?$$SEOF$$6.13 Attrition rates by role$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1$$]`6.12 Length of service by role``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$6.12 What is the average length of service for the following roles?$$SEOF$$6.12 Length of service by role$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1$$]`6.14 Absenteeism rates by role``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$6.14 What level of absenteeism do you experience for the following roles?$$SEOF$$6.14 Absenteeism rates by role$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1$$]`1.9 Top strategies to accommodate millenial generation employees``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfObAXiX4fXI5UByy76bvK5JQcK3b4AmCPLFRRHTwZuLWWePpi5oIqQMHHFDmGgi]]]]$$Q$$1.9 What is your strategy to accommodating the evolving demands of the millennial generation workforce (i.e. those born after 1990)?$$SEOF$$1.9 Top strategies to accommodate millenial generation employees$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Channel==1$$]`1.6 Top challenges to delivering omnichannel strategy``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$1.6 What are the top challenges on establishing a full omnichannel strategy?$$SEOF$$1.6 Top challenges to delivering omnichannel strategy$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Channel==1$$]`1.5 How extensive is your omnichannel strategy?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$1.5 How many of your contact channels are covered by an omnichannel (connected customer journey) strategy?$$SEOF$$1.5 How extensive is your omnichannel strategy?$$A$$DashboardB-ColSort$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Quality==1$$]`6.5 Most effective training methods``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$6.5 What are the top three most effective training methods for your operation?$$SEOF$$6.5 Most effective training methods$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1+IOT==1$$]`6.6 Use of home/flexible working arrangements``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFgJjYQ13hhtZMT8vUosy7Rspli25fNFzAlTerQwORCdq1DcKvakAi1g8Jpj0syT]]]]$$Q$$6.6 What is your organisation's view of home and flexible working?$$SEOF$$6.6 Use of home/flexible working arrangements$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1+WFM==1$$]`6.1 Average team size``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$6.1 What is your average team size and coaching ratio?$$SEOF$$6.1 Average team size$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Channel==1+CRM==1$$]`3.11 What customer management (e.g. CRM) systems are available?``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$3.11 What customer management systems are available?$$SEOF$$3.11 What customer management (e.g. CRM) systems are available?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Quality==1$$]`6.4 Vacation and development training allowances``Check`[$$DL$$[[[[%1jY4EHzkXGJ1sn9M4KS9e5B8sOQ7CZrGPgLQ2zLMmptJjwvP3k1vcgZQupSjioF2010TxeuolGo9L2VL]]]]$$Q$$6.4 How many days are agents allocated each year for:$$SEOF$$6.4 Vacation and development training allowances$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1+Quality==1$$]`6.3 New employee training allowances``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$6.3 How many days of induction training is provided to:$$SEOF$$6.3 New employee training allowances$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Agent==1+Revenue==1$$]`6.15 Operating budget splits``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$6.15 What percentage of your operating budget is allocated to the following?$$SEOF$$6.15 Operating budget splits$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Automation==1+CX==1$$]`7.2 Top challenges affecting CX technology``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$7.2 What are the main challenges affecting your CX technology systems?$$SEOF$$7.2 Top challenges affecting CX technology$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Channel==1+Digital==1$$]`1.3 How mature is your strategy for digital business?``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$1.3 How would you describe your company's strategy for digital business?$$SEOF$$1.3 How mature is your strategy for digital business?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$IVR==1+Measurement==1$$]`4.14 IVR call statistics``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$4.14 What are your IVR call statistics for the following categories?$$SEOF$$4.14 IVR call statistics$$A$$Dashboard-NumStack$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Measurement==1$$]`5.12 Agent productivity statistics by interaction type``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$5.12 What percentage of an agent's week is spent:$$SEOF$$5.12 Agent productivity statistics by interaction type$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Knowledge Management==1$$]`6.11 Knowledge management system capability``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$6.11 What functions are available within your Knowledge Management system?$$SEOF$$6.11 Knowledge management system capability$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Automation==1+Channel==1$$]`7.4 Technology infrastructure platforms for managing contact channels``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$7.4 Which of the following statements best describes your technology infrastructure for managing your contact channels?$$SEOF$$7.4 Technology infrastructure platforms for managing contact channels$$A$$DashboardB-ColSort$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Channel==1+CX==1+Process==1$$]`3.10 Effectiveness of process improvement and intelligence share systems``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$3.10 Do you have effective procedures to improve processes and share customer intelligence across the full organisation?$$SEOF$$3.10 Effectiveness of process improvement and intelligence share systems$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$CX==1+Digital==1+Security==1$$]`4.2 Top factors slowing digital business transformation``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$4.2 What is slowing your digital transformation within your CX operations?$$SEOF$$4.2 Top factors slowing digital business transformation$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Social==1$$]`4.10 Who manages social media services?``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$4.10 Who manages your social media service channel?$$SEOF$$4.10 Who manages social media services?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Complaint==1+CX==1+Process==1$$]`2.7 Frequency of CX process review``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$2.7 How frequently do you review processes in order to improve the customer experience?$$SEOF$$2.7 Frequency of CX process review$$A$$Dashboard-Col100$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Cost reduction==1+Security==1$$]`7.10 Top factors on new technology decisions``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$7.10 What are the top three factors when deciding on new technologies?$$SEOF$$7.10 Top factors on new technology decisions$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Cost reduction==1+Security==1$$]`7.14 Users: How has hosted/cloud technologies affeced your business?``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$7.14 How has the use of hosted/cloud technologies affected your business?$$SEOF$$7.14 Users: How has hosted/cloud technologies affeced your business?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Agent==1+IVR==1+Measurement==1$$]`5.9 Contact centre call handling metrics``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$5.9 In your contact centre, what are the call time statistics for:$$SEOF$$5.9 Contact centre call handling metrics$$A$$Dashboard-NumStackLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$CX==1+Digital==1+Mobile app==1$$]`4.11 What service functionality is available via smart 'app'?``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$4.11 What mobile application (smartphone or tablet) functionality is available to customers?$$SEOF$$4.11 What service functionality is available via smart 'app'?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Outbound==1$$]`1.4 What percentage of agents are multiskilled?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$1.4 What percentage of your agents are dedicated to a single versus multiple skills/channels?$$SEOF$$1.4 What percentage of agents are multiskilled?$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Agent==1+Employee engagement==1$$]`6.7 Employee engagement level rating``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$6.7 On a rating of 1-10, how would you rate your employee engagement levels?$$SEOF$$6.7 Employee engagement level rating$$A$$Dashboard-OrdC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Cost reduction==1+CX==1+Loyalty==1$$]`2.2 Most important CX outcomes``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfObAXiX4fXI5UByy76bvK5JQcK3b4AmCPLFRRHTwZuLWWePpi5oIqQMHHFDmGgi]]]]$$Q$$2.2 Which CX outcome is most important to your business?$$SEOF$$2.2 Most important CX outcomes$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Channel==1+CX==1+Personalisation==1$$]`3.6 What personalised services can you offer?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$3.6 What style of personalised service can you offer?$$SEOF$$3.6 What personalised services can you offer?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+CX==1+Digital==1$$]`4.3 Top factors hindering customer usage of digital channels``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$4.3 What are the factors that hinder customer usage of new digital channels?$$SEOF$$4.3 Top factors hindering customer usage of digital channels$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Channel==1+Measurement==1+Revenue==1$$]`3.13 Measurement of sales conversion rates by channel``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$3.13 Do you measure sales conversion rates across each contact channel?$$SEOF$$3.13 Measurement of sales conversion rates by channel$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Outbound==1+WFM==1$$]`6.9 Workforce management system capability``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$6.9 What functions are available within your workforce management (WFM) system?$$SEOF$$6.9 Workforce management system capability$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Channel==1+CX==1+Journey==1+Process==1$$]`3.7 How well can you track the customer journey?``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$3.7 How well can you track the customer journey across your service channels?$$SEOF$$3.7 How well can you track the customer journey?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Automation==1+CX==1+Digital==1$$]`1.8 Main factors driving business transformation``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$1.8 Which factors have contributed most to positively transforming your services in the last five years?$$SEOF$$1.8 Main factors driving business transformation$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Analytics==1+Channel==1+CX==1+Journey==1$$]`3.9 Top challenges to tracking customer journeys``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$3.9 What are the main challenges you face when attempting to track customer journeys?$$SEOF$$3.9 Top challenges to tracking customer journeys$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Cost reduction==1+DR/ BCP==1+Security==1$$]`7.11 Top commercial considerations when sourcing new technology``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$7.11 What are the top three commercial considerations when sourcing new technology?$$SEOF$$7.11 Top commercial considerations when sourcing new technology$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Channel==1+Digital==1+Social==1+Webchat==1$$]`4.8 Where have you deployed web chat?``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$4.8 Where have you deployed web chat?$$SEOF$$4.8 Where have you deployed web chat?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+CX==1+Digital==1+IVR==1+Webchat==1$$]`4.4 Information passed to agent following self-service dropout``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$4.4 What information is passed to the agent when a customer drops out of self-service?$$SEOF$$4.4 Information passed to agent following self-service dropout$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$FCR==1+Measurement==1+Outbound==1+Revenue==1$$]`5.8 Most important outbound performance measures``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$5.8 What are the top three measurements for outbound contacts?$$SEOF$$5.8 Most important outbound performance measures$$A$$Dashboard-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Automation==1+CX==1+IVR==1$$]`3.12 How do you confirm customer identity?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$3.12 How do you verify customer identity?$$SEOF$$3.12 How do you confirm customer identity?$$A$$Dashboard-Col100$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+CX==1+Feedback/ surveys==1$$]`3.2 What business information tools are available?``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$3.2 What business information tools are available?$$SEOF$$3.2 What business information tools are available?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Analytics==1+CX==1+Loyalty==1+Personalisation==1$$]`3.4 Methods used to segment customer types``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$3.4 What techniques do you use to segment/tailor service offerings to your customer base?$$SEOF$$3.4 Methods used to segment customer types$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Channel==1+Complaint==1+CX==1+Outbound==1+Revenue==1$$]`4.13 Preferred channels to initiate outbound contact by transaction type``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFgJjYQ13hhtZMT8vUosy7Rspli25fNFzAlTerQwORCdq1DcKvakAi1g8Jpj0syT]]]]$$Q$$4.13 What channels do you most commonly use to initiate outbound contact with customers in the following situations?$$SEOF$$4.13 Preferred channels to initiate outbound contact by transaction type$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Analytics==1+CX==1+Digital==1+IVR==1+Personalisation==1$$]`3.5 Methods used to personalise CX``Check`[$$DL$$[[[[%rVdLkEaqunnI4uWJBfObAXiX4fXI5UByy76bvK5JQcK3b4AmCPLFRRHTwZuLWWePpi5oIqQMHHFDmGgi]]]]$$Q$$3.5 Which of the following do you use to personalise customer interactions?$$SEOF$$3.5 Methods used to personalise CX$$A$$DashboardC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Channel==1+Complaint==1+CX==1+Feedback/ surveys==1+Social==1$$]`4.9 How are you using social media to improve CX?``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$4.9 How are you using social media to improve CX?$$SEOF$$4.9 How are you using social media to improve CX?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Email==1+Measurement==1+Social==1+Webchat==1$$]`5.10 Response times - Assisted-services``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$5.10 What is the average time taken to respond the following assisted-service contacts?$$SEOF$$5.10 Response times - Assisted-services$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Email==1+Measurement==1+Social==1+Webchat==1$$]`5.11 Handle times - Assisted-services``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$5.11 What is the average handle time to complete the following assisted-service contacts?$$SEOF$$5.11 Handle times - Assisted-services$$A$$Dashboard-NumLQ$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Complaint==1+Feedback/ surveys==1+Outbound==1+Webchat==1$$]`7.6 Systems used for outbound interactions``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$7.6 What systems do you use for outbound interactions?$$SEOF$$7.6 Systems used for outbound interactions$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Channel==1+Cost reduction==1+CX==1+Digital==1+Journey==1+Revenue==1$$]`4.1 Top factors driving digital business transformation``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$4.1 What are the main factors driving your digital business transformation?$$SEOF$$4.1 Top factors driving digital business transformation$$A$$DashboardB-Col$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+CX==1+Effort==1+==1+FCR==1+Feedback/ surveys==1+Satisfaction==1$$]`5.1 Top factors that impact customer satisfaction``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$5.1 What are the top three factors that impact customer satisfaction with your services?$$SEOF$$5.1 Top factors that impact customer satisfaction$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Analytics==1+Channel==1+CX==1+Feedback/ surveys==1+Journey==1+Process==1$$]`3.8 Methods used to track customer journeys``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$3.8 What methods do you use to track customer journeys spanning multiple channels?$$SEOF$$3.8 Methods used to track customer journeys$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Process==1+Quality==1+WFM==1+Knowledge Management==1$$]`6.8 What systems are used to promote service efficiency?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$6.8 What technology systems are used to promote service efficiency in your organisation?$$SEOF$$6.8 What systems are used to promote service efficiency?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0007$$]Service efficiency`~``[$$TOPIC2$$0001000$$Analytics==1+Channel==1+Complaint==1+CRM==1+WFM==1+Knowledge Management==1$$]`7.5 What standardised platforms are in use company wide?``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$7.5 What company wide (standardised) platforms are in use?$$SEOF$$7.5 What standardised platforms are in use company wide?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Cost reduction==1+CX==1+Loyalty==1+Employee engagement==1+Loyalty==1+Quality==1$$]`2.6 Benefits evidenced by improving the CX``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$2.6 What business benefits can be evidenced by an improving CX capability?$$SEOF$$2.6 Benefits evidenced by improving the CX$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Digital==1+Email==1+IVR==1+Mobile app==1+Social==1+Webchat==1$$]`4.7 Popularity of channel by age group``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$4.7 Which contact channel is most popular with the following age groups?$$SEOF$$4.7 Popularity of channel by age group$$A$$DashboardB-Sort$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+CX==1+FCR==1+Loyalty==1+Measurement==1+Quality==1+Revenue==1+Satisfaction==1$$]`5.5 Most important operational performance measures``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$5.5 What are the top three metrics used to measure operational performance?$$SEOF$$5.5 Most important operational performance measures$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+CX==1+Digital==1+Email==1+FCR==1+Mobile app==1+Social==1+Webchat==1$$]`5.7 First contact resolution rates by channel``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$5.7 What are your FCR rates for telephone and assisted-service contacts?$$SEOF$$5.7 First contact resolution rates by channel$$A$$Dashboard-NumSort$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Automation==1+Channel==1+Cost reduction==1+CX==1+Digital==1+Journey==1+Social==1$$]`2.8 How will digital transform CX operations?``Check`[$$DL$$[[[[%lasNYYXIMYx7KqmIwNRQp95kKKgcmcFCKakl5m0IarkwwbfBQcb4rM4ZUAv4nrnsJXVrXlAzXexyAxtp]]]]$$Q$$2.8 How will digital transform your CX operations in the next two years?$$SEOF$$2.8 How will digital transform CX operations?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Automation==1+Cost reduction==1+CX==1+Journey==1+Process==1+Revenue==1$$]`3.3 Main impact of analytics on CX ``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFgJjYQ13hhtZMT8vUosy7Rspli25fNFzAlTerQwORCdq1DcKvakAi1g8Jpj0syT]]]]$$Q$$3.3 What are the top three ways in which analytics helps your CX capability?$$SEOF$$3.3 Main impact of analytics on CX $$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Channel==1+Digital==1+IVR==1+Security==1+WFM==1+Knowledge Management==1$$]`7.9 Does technology meet current and future needs?``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$7.9 How well do the following technology systems items meet your current and future needs?$$SEOF$$7.9 Does technology meet current and future needs?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Agent==1+Automation==1+Channel==1+Digital==1+Email==1+IVR==1+Mobile app==1+Social==1+Webchat==1$$]`1.2 What contact channels do you provide?``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$1.2 What services can your organisation support, now and in the future?$$SEOF$$1.2 What contact channels do you provide?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0002$$]Strategy and innovation`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Automation==1+Channel==1+CX==1+Digital==1+Journey==1+Security==1+Social==1$$]`2.5 Top trends driving CX capability``Check`[$$DL$$[[[[%Sg0E9Sfa7ghr30BsRFgJjYQ13hhtZMT8vUosy7Rspli25fNFzAlTerQwORCdq1DcKvakAi1g8Jpj0syT]]]]$$Q$$2.5 What are the top three trends empowering your customer experience capability?$$SEOF$$2.5 Top trends driving CX capability$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$CX==1+Effort==1+Email==1+Feedback/ surveys==1+Loyalty==1+Measurement==1+Quality==1+Satisfaction==1$$]`5.3 Customer satisfaction scores - actual versus target``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$5.3 What is your actual versus targeted score for each of those you measure?$$SEOF$$5.3 Customer satisfaction scores - actual versus target$$A$$Dashboard-Num$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Automation==1+Channel==1+CX==1+Digital==1+Email==1+IVR==1+Mobile app==1+Social==1+Webchat==1$$]`4.6 Customer interaction split by channel - desired``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$4.6 What is your desired split of customer interactions by channel grouping?$$SEOF$$4.6 Customer interaction split by channel - desired$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Automation==1+Channel==1+CX==1+Digital==1+Journey==1+Security==1+Social==1+IOT==1$$]`2.9 Top trends that will reshape CX``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$2.9 What are the top three things that will reshape your CX capability during the next five years?$$SEOF$$2.9 Top trends that will reshape CX$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0003$$]Transforming CX`~``[$$TOPIC2$$0001000$$Analytics==1+Channel==1+Complaint==1+CRM==1+CX==1+Journey==1+Loyalty==1+Measurement==1+Social==1+IOT==1$$]`3.1 What types of customer data are captured?``Check`[$$DL$$[[[[%X5amZ1SZ8QOfbQp8JQjB976yboBnxWmSLBuLxXK8hIafaM4WhxuNTn6hg4fnoh5zqSdj6zoSGLL3Uy9R]]]]$$Q$$3.1 What types of customer data do you regularly collect to improve service offerings?$$SEOF$$3.1 What types of customer data are captured?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+CX==1+Digital==1+Effort==1+Measurement==1+Process==1+Quality==1+Social==1+Webchat==1$$]`5.4 Where is quality measured?``Check`[$$DL$$[[[[%HSIuoAuT1ErVy4vOK5stSIqRya38QPflUmKY9o7OLWN9RJots80LMjYNaLA2EyzZ8o4L2MFQIwnRa8Md]]]]$$Q$$5.4 Where do you measure quality levels?$$SEOF$$5.4 Where is quality measured?$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+CX==1+Effort==1+FCR==1+Loyalty==1+Measurement==1+Process==1+Quality==1+Revenue==1+Satisfaction==1$$]`5.6 Most important agent performance measures``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$5.6 What are the top three used to measure agent performance?$$SEOF$$5.6 Most important agent performance measures$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+CX==1+Effort==1+Feedback/ surveys==1+Loyalty==1+Measurement==1+Quality==1+Revenue==1+Satisfaction==1$$]`5.2 Most popular service performance metrics``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$5.2 Which of the following does your operation measure?$$SEOF$$5.2 Most popular service performance metrics$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0006$$]Operational delivery`~``[$$TOPIC2$$0001000$$Agent==1+Automation==1+Channel==1+CX==1+Digital==1+Email==1+IVR==1+Mobile app==1+Social==1+Webchat==1+IOT==1$$]`4.5 Customer interaction split by channel - actual``Check`[$$DL$$[[[[%097vGqqHE7toCsEZUCD3iEeICgGz7jKOOsV6fIxZgnVh31ShNBR11WvkFh1UMKt84YQq0Tku1UDlpJ0o]]]]$$Q$$4.5 What is the current percentage split of customer interactions by channel grouping?$$SEOF$$4.5 Customer interaction split by channel - actual$$A$$Dashboard-NumC$$S$$Selected Question$$$$Y$$]``[$$ORD$$0005$$]Digital contact channels`~``[$$TOPIC2$$0001000$$Agent==1+Channel==1+Cost reduction==1+Digital==1+Email==1+IVR==1+Measurement==1+Mobile app==1+Revenue==1+Social==1+Webchat==1+IOT==1$$]`3.14 Measurement of cost per transaction by channel``Check`[$$DL$$[[[[%GuLTQXRYsobCNHg2qw5h3GK3NNS0Yg8soLAu4V42B0yzYyCpwWTmbpnaGa40pIv7Re9HVrHfSvmU4Oaq]]]]$$Q$$3.14 Do you measure the cost per transaction on each channel you provide?$$SEOF$$3.14 Measurement of cost per transaction by channel$$A$$DashboardB$$S$$Selected Question$$$$Y$$]``[$$ORD$$0004$$]Performance analytics`~``[$$TOPIC2$$0001000$$Analytics==1+Automation==1+Channel==1+CX==1+Digital==1+DR/ BCP==1+Journey==1+Outbound==1+Personalisation==1+Security==1+Social==1+Webchat==1+IOT==1$$]`7.1 Top CX enabling technology trends``Check`[$$DL$$[[[[%YRZ1Coojm9GyOMoPA6zvdCXKOy9soRCXGpFZJhsPSMmB9V1ibTcoyce350HHAi2IUHNRcfL90l7pB9I7]]]]$$Q$$7.1 What are the top three technology trends being prioritised by your CX team?$$SEOF$$7.1 Top CX enabling technology trends$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology solutions`~``[$$TOPIC2$$0001000$$Agent==1+Analytics==1+Automation==1+Channel==1+CRM==1+Digital==1+IVR==1+Outbound==1+Quality==1+Social==1+Webchat==1+IOT==1+WFM==1+Knowledge Management==1$$]`7.13 Users: What technology elements are hosted in the cloud?``Check`[$$DL$$[[[[%IdCo7iOr45096EDh84qNC3Y565E297W6gYQPBNYhsgIQpRHaK7KuVZUjYSoAggiMAqMpzyVlYY5WhtNn]]]]$$Q$$7.13 What elements of your technology are hosted in the cloud?$$SEOF$$7.13 Users: What technology elements are hosted in the cloud?$$A$$Dashboard$$S$$Selected Question$$$$Y$$]``[$$ORD$$0008$$]Technology 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